Technical Support Specialist I - Online Division - Grand Canyon University -- Remote | WFH

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Job Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University will play a crucial role in providing exceptional technical assistance and support to students and faculty in a remote capacity. This position will focus on resolving user inquiries, troubleshooting issues, and ensuring a seamless online educational experience. The ideal candidate will demonstrate technical proficiency, excellent communication skills, and a commitment to delivering high-quality customer service in a fast-paced environment.

Job Responsibilities

• Respond to user inquiries regarding technical issues related to online courses, platforms, and resources.
• Diagnose and troubleshoot hardware and software issues effectively while documenting all interactions.
• Provide training and guidance to users on the operation of various software and platforms.
• Collaborate with faculty members to address and resolve technical challenges impacting course delivery.
• Contribute to the development of support documentation and knowledge base resources.
• Stay updated on the latest technologies and changes in the educational platform to provide timely support.

Qualifications

• A minimum of an associate degree or equivalent educational experience in a relevant field.
• 1-2 years of experience in a technical support or customer service role.
• Strong knowledge of computer systems, hardware, and software, along with troubleshooting skills.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly.
• Proficiency in using remote support tools and systems.
• Ability to work independently and manage multiple tasks in a remote work environment.

Technologies & Tools

The Technical Support Specialist I position utilizes various technologies and tools to provide effective support. This includes, but is not limited to, software platforms like learning management systems (LMS), remote desktop assistance tools, ticketing systems for issue tracking, and collaboration tools such as video conferencing software and chat applications to facilitate communication with users.

Ideal Candidates

Ideal candidates for the Technical Support Specialist I position will possess a strong customer-focused mindset, demonstrating empathy and understanding towards users seeking assistance. They will exhibit problem-solving abilities and remain calm under pressure, ensuring prompt and efficient resolution of issues. A passion for technology and a commitment to lifelong learning is essential, as is the ability to adapt to a constantly evolving digital environment in online education.