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

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Job Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University plays a crucial role in providing exceptional support and guidance to students, faculty, and staff through various online platforms. This position is responsible for troubleshooting and resolving technical issues, implementing solutions, and ensuring a seamless user experience. The ideal candidate will have a strong understanding of online learning environments, excellent communication skills, and the ability to work effectively in a remote setting to support the diverse needs of the University community.

Job Responsibilities

• Provide timely and efficient technical support to students, faculty, and staff via email, chat, and phone.
• Troubleshoot, diagnose, and resolve technical issues related to online learning platforms and software.
• Assist users in navigating online systems and understanding instructional materials.
• Document and track support cases using ticketing systems to ensure effective follow-up.
• Collaborate with other technical support staff and departments to enhance user experience.
• Conduct user training and develop resources for common technical issues.
• Stay informed about updates and changes in technology to provide accurate information.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Previous experience in technical support or help desk roles, preferably in an educational setting.
• Strong troubleshooting and problem-solving skills with the ability to address technical issues efficiently.
• Excellent verbal and written communication skills, with a focus on customer service.
• Familiarity with online learning systems and educational technology tools.
• Ability to work independently and manage time effectively while working remotely.

Technologies & Tools

The Technical Support Specialist I will work with a variety of technologies and tools, including but not limited to learning management systems (LMS) such as Canvas or Blackboard, video conferencing platforms (e.g., Zoom, Microsoft Teams), remote desktop support software, and help desk ticketing systems. Proficiency in standard office software such as Microsoft Office Suite and familiarity with HTML/CSS for light troubleshooting will also be beneficial.

Ideal Candidates

Ideal candidates for this position should possess a combination of technical proficiency and interpersonal skills. They should be patient, empathetic, and able to explain complex technical concepts in a manner that is easy to understand. A proactive approach to problem-solving, attention to detail, and a commitment to providing excellent customer service are critical traits. Additionally, candidates should be adaptable, able to thrive in a fast-paced remote environment, and eager to contribute positively to the educational experience of students and faculty at Grand Canyon University.