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IT Support Analyst Level l

IT Support Analyst Level l

Grand Canyon Education, Inc.Phoenix, AZ, US
4 hours ago
Job type
  • Full-time
Job description

Overview

Join to apply for the IT Support Analyst Level 1 role at Grand Canyon Education, Inc.

Responsibilities

  • Actively respond to teammates' requests 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 met and contact 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 six months on the team.
  • Perform remote troubleshooting through diagnostic techniques, ask pertinent questions, ascertain the reason for the call, and determine 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 to and prioritize incoming phone calls, tickets, and email requests for assistance from users experiencing problems with computer-related technologies.
  • Triaging 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 hardware, basic and routine office software, email, client / server, Windows and macOS operating systems, and telecommunications
  • Basic networking and TCP / IP configurations
  • Desk management and security suites

    • Experience / Education

  • College degree in computer sciences, information technology or information systems preferred.
  • One (1) year hands-on work experience with Mac and PC hardware, software, networking components in a multi-platform, client / server environment using LAN and / or WAN technologies, preferably in a customer service role 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.

    • Seniority level

  • Entry level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Education Administration Programs

    • J-18808-Ljbffr

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