IT Support Analyst I

What you will do:

• Actively respond to teammates’ request 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 being met and contacts 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 being on the team for 6 months 

• 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 

• 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 and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies 

• Triage Support Tickets while assisting employees via remote session or phone 

• Other duties as assigned.

What you will have:

• 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.

Why work at GCE:

• Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan

• Generous time off plan and 11 paid holidays

• Paid time off to volunteer in the community or at GCU sponsored events

• We also offer full-time employees, their spouses and dependent children an Education Tuition Discount Program