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 vital role in facilitating seamless technological interactions between the university and its online learners. This position involves providing exceptional technical assistance to students, faculty, and staff, ensuring that all technical issues related to online learning platforms are addressed effectively and efficiently. The specialist will work remotely, collaborating with cross-functional teams to enhance user experiences and contribute to the overall success of online educational offerings.

Job Responsibilities

• Provide first-level technical support via phone, chat, and email to students and faculty regarding online learning platforms.
• Diagnose, troubleshoot, and resolve user issues related to hardware, software, and network connectivity.
• Assist in onboarding processes for students and faculty by guiding them through technology setup and usage.
• Document and maintain records of user interactions and technical issues in the support database.
• Collaborate with internal teams to escalate complex issues for further investigation and resolution.
• Conduct training sessions and create instructional materials to aid users in utilizing online resources effectively.
• Stay updated on changes to online systems and new technologies to provide accurate support.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Minimum of 1 year of experience in a technical support role, preferably in an educational or online environment.
• Strong understanding of Learning Management Systems (LMS) and related technologies.
• Excellent verbal and written communication skills with a focus on customer service.
• Ability to work independently and manage multiple tasks effectively.
• Familiarity with support ticketing systems and remote desktop applications.
• Basic knowledge of HTML, CSS, and computer networking concepts is a plus.

Technologies & Tools

The Technical Support Specialist I will utilize various technologies and tools essential for providing technical support, including Learning Management Systems (LMS), ticketing systems, remote desktop applications, and communication software. Familiarity with Microsoft Office Suite, Google Workspace, and troubleshooting tools will also be part of daily operations, enhancing the ability to resolve issues effectively and efficiently.

Ideal Candidates

The ideal candidate for the Technical Support Specialist I position will possess strong analytical and problem-solving skills, combined with a passion for helping others succeed in their educational journeys. They should exhibit patience, empathy, and exceptional interpersonal skills, allowing them to connect with diverse individuals in a variety of situations. Additionally, a self-motivated attitude and a willingness to adapt to evolving technologies are essential traits that align with the dynamic online learning environment of Grand Canyon University.