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 is responsible for providing exceptional technical support and guidance to students, faculty, and staff in a remote setting. This individual will address technical issues across various platforms and ensure that users can effectively navigate online educational tools. As a frontline support representative, the Technical Support Specialist will troubleshoot problems, offer solutions, and escalate complex issues as needed, all while maintaining a focus on delivering outstanding customer service.

Job Responsibilities

• Provide first-level technical support via phone, email, and chat to resolve user inquiries and issues.
• Troubleshoot hardware and software problems, documenting the processes and solutions effectively.
• Assist users with login issues, system access, and online platform navigation.
• Collaborate with other support teams to escalate and resolve complex technical problems.
• Maintain up-to-date knowledge of the university's online tools and technology services.
• Conduct regular follow-ups with users to ensure their issues are resolved satisfactorily.
• Participate in ongoing training and development activities to enhance technical expertise.

Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 1 year of experience in technical support or customer service role.
• Strong understanding of computer systems, mobile devices, and other technology.
• Proficient in troubleshooting software and hardware issues.
• Excellent verbal and written communication skills.
• Ability to work independently and manage time effectively in a remote environment.
• Familiarity with online learning platforms and educational technology is a plus.

Technologies & Tools

The Technical Support Specialist will utilize a variety of technologies and software tools to deliver support, including but not limited to ticketing systems for tracking issues, remote desktop support tools, and communication platforms such as Zoom or Microsoft Teams. Familiarity with Learning Management Systems (LMS) and cloud-based applications will also be essential to effectively assist users with their technical needs.

Ideal Candidates

The ideal candidate for the Technical Support Specialist I position will possess a proactive attitude, demonstrating a passion for helping others solve technical challenges. They will need to be patient, detail-oriented, and possess strong analytical skills for identifying issues and implementing solutions. Additionally, candidates should exhibit strong interpersonal skills to effectively communicate with a diverse range of users and contribute positively to the support team's collaborative environment.