Salary
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Job Description
Come Grow with Us
Grand Canyon Education (GCE) is a rapidly growing educational service company that has long been an industry leader in providing educational, operational and technological support services to the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still works closely with GCU to benefit thousands of students, families and the local inner-city community. We put people first, drive innovation, and do good in the community that we live and work in.
What you will do:
- 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.
What you will have:
- 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.
Why work at GCE:
- Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan
- Generous time off plan and 11 paid holidays
- Paid time off to volunteer in the community or at GCU sponsored events
- We also offer full-time employees, their spouses and dependent children an Education Tuition Discount Program
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