IT Support Analyst Level I

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

We are seeking a customer-focused and technically skilled IT Support Technician to join our team and provide high-quality support across a multi-company environment. In this role, you will serve as a key resource for troubleshooting hardware, software, and network issues while delivering exceptional service to end users via phone, chat, and remote support. You will collaborate with teammates, assist in training and mentoring efforts, and contribute to ongoing process improvements. The ideal candidate brings strong problem-solving skills, hands‑on technical knowledge across Windows and Mac platforms, and a proactive approach to resolving issues while ensuring service level expectations are met.

Primary Responsibilities /Accountabilities/ Essential Functions:

1. 1. Actively respond to teammates’ request for guidance or assistance in chat.
2. 2. Assist with new technician training and assimilation
3. 3. Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician
4. 4. Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting
5. 5. Provide/Remove Access Based on Employment Status
6. 6. Discover and Document Processes for New Applications or Procedures
7. 7. Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months
8. 8. 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
9. 9. Provide Audio-Visual support for classrooms, company events, and meetings
10. 10. Provide support for student networking, cox cable, and student hardware repairs
11. 11. Multi-company technology support for employees of GCE, GCU and Orbis
12. 12. Research Issues Through Available Resources
13. 13. Respond and Prioritize incoming phone calls, tickets, and e‑mail requests for assistance from users experiencing problems with computer-related technologies
14. 14. Triage Support Tickets while assisting employees via remote session or phone
15. 15. Other duties as assigned.

Equipment Used and Responsibility

MS Office Suite Active directory, network printing, scanning/imaging, client computer, basic and routine office software, email, client/server, Windows operating systems, Mac operating systems and telecommunications Basic networking and TCP/IP configurations Desk Management and Security Suites

Supervisory Responsibilities

None

Experience / Education

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.

Employment is contingent upon the satisfactory outcome (as determined by the university) of pre‑employment screening activities, including a background check.

Grand Canyon Education

At Grand Canyon Education, it is our privilege to serve students and those who support academic advancement. We lead educational transformation by developing superior ways to help schools grow and prosper. We provide transparent programs, intuitive online learning technologies and well‑established academic models that promote student success and institutional growth. Employment is contingent upon the satisfactory outcome (as determined by the university) of pre‑employment screening activities, including a background check.

Our partner in education, Grand Canyon University, is Arizona’s premier private Christian university. GCU serves traditional and online students by offering quality academic degree programs, experienced leadership and transformative learning experiences both on our growing campus and digitally.