IT Support Desk Technician - Part time

grcc; 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 serve as the main contact for staff and students with technology concerns. You will provide frontline support across phone, chat, email, and in person, triaging issues and expanding technical proficiency.

The role emphasizes collaboration, problem solving, and continuous learning within a team. This part-time position (28 hrs/wk) requires evenings/weekends and offers $17.00/hr with growth potential.

Qualifications

• Minimum Associates Degree preferred, with concentration in computer applications/networking or equivalent experience.
• At least 1-year customer service background with technology emphasis.
• Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, web pages.
• Demonstrated ability to troubleshoot PC equipment and software problems.

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.

Skills

Verbal communication

Written communication

Customer service

Team collaboration

Problem solving

Technical aptitude

Education

Associates degree preferred

Tools

Microsoft Office

G Suite

Blackboard

PeopleSoft

Job description

The IT Customer Support Computer Technician provides the “voice of the customer” for the Information Technologies department and is the front-line point of contact for all staff and student related technology concerns and issues.

The IT Support Desk Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the College’s desktop computing environment.

This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.

Requisition ID: 848
Employee Group: Contingency
Schedule: 28 hours per week, flexible schedule (Flexibility is critical for this position. This position requires the availability to work evenings and weekends.)
Compensation: $17.00
Reports to: IT Support Desk Team Coordinator
Posting Opens: 08/27/2026
Posting Closes: Open until filled

ESSENTIAL FUNCTIONS

• 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.
• Support Continual Service Improvement process by testing and providing feedback for new services.
• Provision guest wireless connections to campus events.
• Provide initial and follow-up support for college printers, peripherals and accessories.
• 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 HIPAA, FERPA, GRCC policies, and related standards.
• Continually advance personal skill sets through college course work, research, and other educational opportunities.
• Perform other duties as assigned by supervisors.

JOB SPECIFICATIONS

Qualifications

• Minimum Associates Degree preferred, with concentration in computer applications/networking or equivalent experience.

• At least 1-year (preferred) customer service background with technology emphasis.
• Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, web pages.
• Demonstrated ability to troubleshoot PC equipment and software problems.

Skills

• 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 a 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.
• 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

Physical Demands

• Ability to lift and move up to 25 pounds.
• Ability to sit for extended periods of time.

Mental Demands

• An interest in working with diverse student populations, who represent a wide range of age, ethnicity, national origin, and ability.
• Demonstrated responsiveness, initiative, and organizational and problem-solving abilities.
• Ability to perform routine and unexpected duties.
• A willingness and an ability to learn college systems.
• High energy level with enthusiasm and an interest in helping and supporting students and colleagues.
• Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions and schedule changes.
• Must use good judgment in handling sensitive or difficult situations in a professional manner.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Must be able to work flexible hours (i.e. evenings and night) including occasional weekends.
• Ability to work in a fast-paced environment that calls for flexibility/adaptability and the ability to handle multiple interruptions and make quick decisions.

BENEFITS

• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership.
• Retirement Plans: Secure your future with our retirement options, including the state retirement plan or a 401A with a 12% employer contribution.

NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.