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

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Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University will play a pivotal role in providing exceptional customer support to students and faculty utilizing various online academic systems. The position is primarily focused on troubleshooting and resolving technical issues, educating users on platform features, and enhancing the overall user experience. This role requires a proactive approach to problem-solving, excellent communication skills, and a dedication to supporting the learning environment in a remote setting.

Job Responsibilities

• Provide technical assistance and support for incoming queries and issues related to online systems.
• Diagnose and troubleshoot hardware and software issues, including learning management systems and digital tools.
• Educate users on system features, functionalities, and best practices to optimize their online experience.
• Document and track support requests using the ticketing system, ensuring all issues are resolved timely and effectively.
• Collaborate with IT and other departments to escalate complex technical issues as needed.
• Conduct training sessions and workshops for students and staff on various online platforms.
• Stay updated on new technologies, software changes, and procedures to continuously improve user support services.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Minimum of 1 year of experience in technical support or customer service roles, preferably in an educational setting.
• Proficient in troubleshooting desktop and mobile applications.
• Familiarity with learning management systems (LMS) is highly desirable.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work independently and manage multiple priorities in a remote environment.

Technologies & Tools

The Technical Support Specialist I will primarily utilize various systems and tools such as Help Desk ticketing software, Learning Management Systems (LMS), remote desktop support tools, and collaboration platforms like Microsoft Teams or Zoom. Familiarity with educational software and user management systems is essential to facilitate effective support for students and faculty within the online educational framework.

Ideal Candidates

Ideal candidates for the Technical Support Specialist I position are individuals who demonstrate a strong commitment to customer service and possess an innate curiosity in technology. They embody patience and empathy while addressing technical issues, showing an eagerness to assist users in overcoming challenges. A successful candidate will be adaptable, possess excellent communication skills, and thrive in a remote work environment, making them well-suited to support the diverse needs of online learners and faculty at Grand Canyon University.