Primary Responsibilities /Accountabilities/ Essential Functions:
1. Actively respond to teammates’ request for guidance or assistance in chat.
2. Assist with new technician training and assimilation
3. Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician
4. Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting
5. Provide/Remove Access Based on Employment Status
6. Discover and Document Processes for New Applications or Procedures
7. Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months
8. 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
9. Provide Audio-Visual support for classrooms, company events, and meetings
10. Provide support for student networking, cox cable, and student hardware repairs
11. Multi-company technology support for employees of GCE, GCU and Orbis
12. Research Issues Through Available Resources
13. Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies
14. Triage Support Tickets while assisting employees via remote session or phone
15. 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.
Skills Required
- College degree in computer sciences, information technology or information systems preferred.
- One (1) year hands-on work experience with Mac and PC hardware, software, and networking.
- Related technical certifications are helpful but not required.
- Must work outside of normal business hours and rotating shifts.
- Must pass pre-employment background investigation.
Grand Canyon Education Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Grand Canyon Education and has not been reviewed or approved by Grand Canyon Education.
-
Inclusive Benefits Coverage — Education benefits extend to employees and eligible spouses and dependents, including substantial tuition coverage at Grand Canyon University. Equal marriage benefits were implemented, indicating inclusive eligibility policies.
-
Healthcare Strength — Health coverage includes multiple medical, dental, and vision options with HSA/FSA support, plus life and long‑term disability coverage. The breadth of plan choices is positioned as a comprehensive offering.
-
Leave & Time Off Breadth — Paid time off and holiday breaks are described as generous. Some roles provide flexibility that complements available PTO.
Grand Canyon Education Insights
What We Do
Grand Canyon Education (GCE) is an educational service company that provides an array of support services in the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still supports and works closely with GCU. GCE designs and develops educational programs for GCU and other traditional campus institutions, as well as online partner institutions at the undergraduate, graduate and doctoral levels. At Grand Canyon Education, we value our employees and support a unique and diverse workplace culture designed to help you thrive. We offer a wide variety of career opportunities across various departments. For job opportunities, please visit https://jobs.gce.com/ In addition Grand Canyon Education has been recognized as one of America’s Most Trusted Companies 2022 by Newsweek and Statista. We have also been identified as a leader in remote work as we have been named to FlexJobs' 9th annual list of the Top 100 Companies to Watch for Remote Jobs! Finally, we have been praised for our commitment to cultivating an engaging and attractive workplace by Top Workplaces USA.
