Campus IT Support Desk Technician (Evenings/Weekends)

Grand Rapids Community College; Grand Rapids (MI); On-site; USD 19,000 - 28,000; Part time

Benefits offered by this job

Wellness Program

Retirement Plans

Job summary

Grand Rapids Community College is seeking an IT Customer Support Computer Technician to be the frontline contact for staff and students with technology concerns. The role provides a single point of contact for end users to receive support and maintenance within the college’s desktop computing environment.

The position is part of a team focused on delivering exceptional service that exceeds user expectations; flexibility to work evenings and weekends is required as the posting notes 28 hours per

Qualifications

• Minimum Associate degree or equivalent experience in computer applications or networking.
• 1 year customer service background with technology emphasis preferred.
• Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft.
• Ability to troubleshoot PC hardware and software.

Responsibilities

• Provide first-line technical support to GRCC’s students, faculty and staff via phone, chat, email, and face-to-face contact.
• Resolve or triage incoming tickets from students, staff and faculty concerning campus technology.
• 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 all IT staff to resolve customer and system issues.
• 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.

Skills

Verbal communication

Written communication

Customer service

Technical troubleshooting

Team collaboration

Problem solving

Interpersonal skills

De-escalation techniques

Documentation

Education

Associates degree in computer applications or networking

Tools

Microsoft Office applications

G Suite

Blackboard

PeopleSoft

Job description

Grand Rapids Community College is seeking an IT Customer Support Computer Technician to be the frontline contact for staff and students with technology concerns. The role provides a single point of contact for end users to receive support and maintenance within the college’s desktop computing environment.

The position is part of a team focused on delivering exceptional service that exceeds user expectations; flexibility to work evenings and weekends is required as the posting notes 28 hours per