IT Support Analyst I — Multi‑Platform Helpdesk & Remote Support

GRAND CANYON UNIVERSITY; Phoenix (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Grand Canyon Education is seeking an IT Support Technician to deliver high-quality end-user support across a multi-company environment. The role involves troubleshooting hardware, software, and network issues via phone, chat, and remote assistance, with a focus on proactive problem solving and process improvements.

The ideal candidate has hands-on experience with Windows and Mac platforms, strong communication skills, and a willingness to work outside standard hours in a rotating shift.

Qualifications

• College degree in computer sciences, information technology or information systems preferred.
• 1 year hands-on experience with Mac and PC hardware, software, networking components in a multi-platform, client/server environment.
• Related technical certifications are helpful but not required.
• Must work outside of normal business hours and rotating shifts.
• Pre-employment background check is required.

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.
• 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 6 months.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions to determine best solution.
• 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 email requests for assistance.
• Triage Support Tickets while assisting employees via remote session or phone.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Remote support

Communication

Education

College degree in IT / CS preferred

Tools

Windows OS

Mac OS

Active Directory

Networking basics

Job description

Grand Canyon Education is seeking an IT Support Technician to deliver high-quality end-user support across a multi-company environment. The role involves troubleshooting hardware, software, and network issues via phone, chat, and remote assistance, with a focus on proactive problem solving and process improvements.

The ideal candidate has hands-on experience with Windows and Mac platforms, strong communication skills, and a willingness to work outside standard hours in a rotating shift.