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IT Support Analyst Level l

Grand Canyon Education, Inc. • Full-time • Phoenix, AZ, US • 1d ago

Primary Responsibilities /Accountabilities/ Essential Functions

Actively respond to teammates’ request for guidance or assistance in chat.
Assist with new technician training and assimilation
Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician
Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting
Provide/Remove Access Based on Employment Status
Discover and Document Processes for New Applications or Procedures
Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, ascertain reason for the call and determines the best solution based on the issue and details provided by customers
Provide Audio-Visual support for classrooms, company events, and meetings
Provide support for student networking, cox cable, and student hardware repairs
Multi-company technology support for employees of GCE, GCU and Orbis
Research Issues Through Available Resources
Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies
Triage Support Tickets while assisting employees via remote session or phone
Other duties as assigned.

Equipment Used and Responsibility

MS Office Suite
Active directory, network printing, scanning/imaging, client computer, basic and routine office software, email, client/server, Windows operating systems, Mac operating systems and telecommunications
Basic networking and TCP/IP configurations
Desk Management and Security Suites

Supervisory Responsibilities

None

Experience/ Education

College degree in computer sciences, information technology or information systems preferred.
One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems.
Related technical certifications are helpful but not required.
Must work outside of normal business hours and rotating shifts
Must pass pre-employment background investigation.

Physical Requirements

Sitting: 6-7 hours a day
Standing: 1-2 hours a day
Walking: 1-2 hours a day
Lifting: Occasionally
Carrying: Occasionally
Pushing: Occasionally
Bending: Occasionally
Squatting: Occasionally
Kneeling: Occasionally
Climbing: Occasionally
Reaching: Occasionally
Grasping: Frequently
Fine Eye to Hand Coordination: Continuously
Driving: Rarely
Work Environment: Office building on site. Work is performed primarily inside, subject to variations in temperature and weather, equipment noise and dust.

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