Technical Support Specialist I - Online Division - Grand Canyon University (Remote)

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Grand Canyon Education, Inc., so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University (GCU) will play a vital role in providing exceptional customer service and technical assistance to students, faculty, and staff. This position involves troubleshooting technical issues, guiding users through problem resolution, and maintaining effective communication across various platforms. The Specialist will ensure that all inquiries are effectively documented and resolved in a timely manner, playing a key part in enhancing the overall support experience while contributing to the mission of GCU.

Job Responsibilities

• Provide front-line technical support to students, faculty, and staff via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Document all interactions in the ticketing system, ensuring thorough record keeping.
• Guide users in using learning management systems and online tools effectively.
• Collaborate with other team members and departments to improve the support process.
• Participate in ongoing training and development to stay current with technologies and best practices.

Qualifications

• Associate's degree in a related field; Bachelor's degree preferred.
• Prior experience in technical support or customer service roles is required.
• Strong verbal and written communication skills.
• Proficiency in troubleshooting and resolving hardware and software issues.
• Familiarity with learning management systems and online educational technologies.
• Ability to work independently and as part of a team in a remote environment.

Technologies & Tools

The Technical Support Specialist I will utilize various technologies and tools, including but not limited to helpdesk ticketing systems, video conferencing software, learning management systems (such as Blackboard or Canvas), remote desktop application tools, and knowledge base software. Familiarity with Microsoft Office Suite and general web-based applications is also essential for supporting the diverse needs of users.

Ideal Candidates

An ideal candidate for the Technical Support Specialist I position will possess a passion for technology and education, demonstrating a commitment to customer service excellence. They will be detail-oriented, proactive in problem-solving, and able to navigate challenging situations with professionalism. Strong interpersonal skills paired with a knack for technical troubleshooting will enable them to effectively assist a diverse user base, making them an asset to the Grand Canyon University community.