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

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Job Overview

The Technical Support Specialist I - Online Division at Grand Canyon University plays a crucial role in providing exceptional technical assistance to students, faculty, and staff. This position requires a proactive individual who is adept at troubleshooting technical issues related to online learning platforms, providing guidance on software usage, and ensuring a seamless learning experience for all users. The specialist will collaborate with various departments to enhance system performance and user satisfaction while effectively managing support tickets and delivering timely solutions.

Job Responsibilities

• Deliver technical support to users via phone, email, and chat, addressing inquiries and resolving issues in a timely manner.
• Manage and prioritize incoming support tickets through the help desk system to ensure efficient operations.
• Assist users with navigating online learning platforms and troubleshoot software-related problems.
• Educate users on best practices for utilizing technology resources and tools.
• Document and track technical issues and solutions for future reference and reporting purposes.
• Collaborate with IT teams to escalate complex technical issues that require the attention of development staff.
• Participate in training sessions to maintain up-to-date knowledge of systems, software, and technologies in use.

Qualifications

• Associate degree in a related field preferred; Bachelor’s degree is a plus.
• Minimum of one year of experience in technical support, customer service, or a related role.
• Strong understanding of computer systems, networks, and online learning tools.
• Excellent verbal and written communication skills.
• Ability to diagnose and resolve technical issues effectively.
• Familiarity with help desk software and ticketing systems.
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously.

Technologies & Tools

The Technical Support Specialist I will utilize a variety of technologies and tools including the learning management system (LMS), help desk ticketing software (e.g., Zendesk or ServiceNow), remote desktop assistance tools, and standard software applications such as Microsoft Office Suite. Knowledge of web conferencing tools and troubleshooting techniques for web browsers will also be essential in delivering effective support.

Ideal Candidates

Ideal candidates for the Technical Support Specialist I position possess strong problem-solving skills and a customer-centric attitude. They exhibit patience and empathy while assisting users and have a passion for technology and education. They thrive in a remote work environment and are able to communicate effectively with diverse groups of individuals, adapting their approaches to meet varying levels of technical proficiency. A strong commitment to continuous learning and a desire to contribute positively to the educational experience of students make these individuals invaluable team members.