Title: IT Customer Support Technician – Professional Services: No-Benefit: Contingency
Hours: 28 hours per week, Contingency
Salary Range: $14.00/hour
Reports to: IT Customer Support Coordinator
Close date: September 10, 2020
Note: Flexibility is critical for this position. This position requires the availability to work evenings and weekends.
The IT – Customer Support provides “voice of the customer” for the Information Technologies Unit and is the front-line point of service for all staff and student related technology concerns and issues. Qualified individuals for this position possess well developed customer service, troubleshooting, analyzing, and documentation skills.
ESSENTIAL JOB FUNCTIONS
Provide first-line technical support to GRCC’s students, faculty and staff via phone, chat, email, and face-to-face contact
Learn appropriate software, hardware, and cloud-based applications used and supported by the college and remain current on procedural changes
Support college enterprise applications such as Campus email, PeopleSoft, Blackboard, Office applications and other applications used by GRCC
Collaborates with level I staff to resolve customer and system issues
Assist in identifying solutions for new software needs
Troubleshoot and document software, hardware, and network service requests and issues
Troubleshoot and provide service to laptops and desktops, both remotely and onsite
Develop technical support documentation for Customer Support Knowledgebase
Review Customer Support Knowledgebase articles as a part of the KCS review cycle
Support Continual Service Improvement process by testing and providing feedback for new services - Contribute to IT campus communications including technology notifications, tips, and social media pages
Maintain and provision end user accounts and access through LDAP
Maintain and provision end user Google Groups and memberships
Initiate, manage, and organize end user access provisioning processes for all new hires, transfers, and separations
Provision guest wireless connections to campus events
Provide initial and follow-up support for college printers, peripherals and accessories
Participate in hardware and software pre-deployment testing
Follow through with end users to ensure customer satisfaction
Be available to other unit team members especially student workers for guidance and assistance
Maintain confidentiality and comply with HIPPA, FERPA, GRCC policies, and related standards - Continually advance personal skill set through college course work, research, and other educational opportunities
Perform other duties as assigned by supervisors
Minimum Associates Degree preferred, with concentration in computer applications/networking or equivalent experience.
At least 1-3 years (preferred) customer service background with technology emphasis.
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 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.
Ability to handle pressure situations in a professional manner
Possess mature judgment
Ability to learn and react quickly, make decision and execute them expeditiously
Ability to lift and move up to 25 pounds
Ability to sit for extended periods of time
Ability to work in a high traffic, indoor environment
Ability to work in busy office with frequent interruptions
Must be able to work flexible hours as needed including nights and weekends.
METHOD OF APPLICATION
To apply for this position, please visit our website at www.grcc.edu/jobs. Grand Rapids Community College is only accepting online applications for this position. Submit a cover letter and resume. The opportunity to apply for this position will close on September 10, 2020. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an Equal Opportunity Employer.
Internal Number: 1084
About Grand Rapids Community College
The urban campus of Grand Rapids Community College is situated on a six-block area in the heart of Michigan’s second largest metropolitan area with a population approaching one million. GRCC, founded in 1914, is the oldest community college in Michigan, but the atmosphere is exciting and contemporary; its top-notch faculty, commitment to diversity in programming and campus lifestyle, and the strong spirit of community collaboration under the leadership of President Bill Pink, make it a vital and rewarding workplace. Known as “The Community’s College,” GRCC is responsive to the needs of surrounding business, economic, cultural and educational environments. The college offers credit and non-credit, associate degree and certification programs, and workforce training at both on- and off-campus locations so that students of all ages and abilities can pursue personal goals for higher education and/or enhanced job opportunities with success. For more information about GRCC, visit our website at www.grcc.edu