IT Support Analyst Level l

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

Experience / Education

Physical Requirements

Seniority level

Employment type

Job function

Industries

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