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

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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.

Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University plays a critical role in providing exceptional technical assistance to students and faculty utilizing online educational platforms. This position involves responding to inquiries, troubleshooting various issues, and ensuring a seamless online experience for all educational stakeholders. The ideal candidate will demonstrate a strong commitment to customer service, technical proficiency, and the ability to operate independently while collaborating with team members to address and resolve technical challenges efficiently.

Job Responsibilities

• Provide first-level technical support to students and faculty via phone, email, and chat.
• Troubleshoot software and hardware issues related to online learning platforms.
• Document and track support requests in the ticketing system.
• Educate users on best practices for utilizing online tools and platforms effectively.
• Collaborate with other departments to escalate unresolved issues and improve support processes.
• Stay up-to-date with product knowledge and technical updates to provide accurate assistance.

Qualifications

• Associate degree in Computer Science, Information Technology, or a related field; Bachelor’s degree preferred.
• 1-2 years of experience in a technical support or customer service role.
• Strong understanding of troubleshooting techniques and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and maintain a high level of customer service under pressure.
• Familiarity with learning management systems and online educational technologies.

Technologies & Tools

The Technical Support Specialist I position utilizes a variety of technologies and tools, including but not limited to Learning Management Systems (LMS), Helpdesk ticketing software, communication platforms (Zoom, Microsoft Teams), and remote desktop assistance tools. Familiarity with HTML and basic programming concepts may also be beneficial for troubleshooting and support efforts.

Ideal Candidates

Ideal candidates for the Technical Support Specialist I role will possess a genuine passion for helping others, demonstrating patience and empathy when addressing technical concerns. They will have a proactive approach to problem-solving, the ability to work independently as well as collaboratively within a team, and strong organizational skills to manage various support requests efficiently. A commitment to continuous learning and adaptability to evolving technologies will also characterize the effectiveness of individuals in this role.