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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.  Actively respond to teammates’ request for guidance or assistance in chat.Â
2. Assist with new technician training and assimilationÂ
3. Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technicianÂ
4. Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshootingÂ
5. Provide/Remove Access Based on Employment StatusÂ
6. Discover and Document Processes for New Applications or ProceduresÂ
7. Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 monthsÂ
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 customersÂ
9. Provide Audio-Visual support for classrooms, company events, and meetingsÂ
10. Provide support for student networking, cox cable, and student hardware repairsÂ
11. Multi-company technology support for employees of GCE, GCU and OrbisÂ
12. Research Issues Through Available ResourcesÂ
13. Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologiesÂ
14. Triage Support Tickets while assisting employees via remote session or phoneÂ
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/Â 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.
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