Job ID 100710
IT Support Desk Technician
DeVos Campus
$12.50
Winter
Non Work-Study
Flexible (up to 28 hrs/week)
SUMMARY
The IT Support Desk Technician provides the “voice of the customer” for the Information Technologies department and is the front-line point of contact for all student related technology concerns and issues.
This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.
Essential Job Functions
● Provide first-line technical support to GRCC’s students via phone, email, remotely and face-to-face contact.
● Resolve or triage incoming tickets from students, staff and faculty concerning campus technology.
● Provide students with first-line technical support including GRCC’s enterprise applications. (Blackboard, Online Student Center, Office applications, etc.)
● Collaborates with all IT staff to resolve customer and system issues.
● Develop technical support documentation for Customer Support Knowledgebase.
● Review Customer Support Knowledgebase articles as a part of the KCS review cycle.
● Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards.
● Continually advance personal skill sets through college course work, research, and other educational opportunities.
● Perform other duties as assigned by supervisors.
Education
● Working towards a degree in computer applications is preferred.
● Prefer students who will be returning to GRCC and able to work as a Student Employee for at least two semesters.
Work Experience
● Customer service background with technology emphasis preferred.
Equipment Use/Knowledge/Skills/Abilities
● Must be proficient in verbal, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation and socio-economic backgrounds.
● Ability to work under pressure in a fast-paced environment.
● Possess mature judgment and be flexible in regard to interruptions.
● Must use good judgment in handling sensitive or difficult people and situations.
● Must have a good understanding of customer de-escalation techniques.
● Proficient in Internet navigational skills, with ability to upload and download documents.
● Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities.
● Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
● Must be collegial and collaborative.
● Must possess a positive attitude.
● Project a professional image, including punctuality and good attendance record.
● Maintain the highest levels of confidentiality and ethical standards.
● Ability to perform daily routine and unexpected duties with minimum supervision.
● Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, web pages.
● Demonstrated ability to troubleshoot PC equipment and software problems.
● Must possess analytical and problem solving skills.
● Ability to communicate effectively, both orally and in writing, to assist students and staff in a professional manner.
● Demonstrated ability to maintain positive interpersonal relationships and effectively work as a member of a team.
● Ability to learn new computer software and maintain up-to-date skills in computer technology.
● Ability to handle multiple priorities.
● Ability to identify innovative approaches for service delivery that meet our customer needs.
● Be available to work evening shifts when needed. (No later than 8:30 pm)
● Dress Code:
o Business Casual
Physical Demands
● Ability to lift and move up to 25 pounds.
● Ability to sit for extended periods of time.
Mental Demands
● Ability to handle pressure situations in a professional manner.
● Possess mature judgment.
● Ability to learn and react quickly, make decisions and execute them expeditiously.
Working Conditions
● Ability to work in a high traffic, indoor environment.
● Ability to work in a busy office with frequent interruptions.