Customer Support Technician Level

Customer Support Technician Level 1
CUSTOMER SUPPORT TECHNICIAN-LEVEL I Job ID 1687 June 12, 2024 Department : IT Customer Support Employee Group : Meet & Confer Schedule : Full Time, Non-Exempt Compensation : $23.54 Benefits : Full Time Reports to : Customer Support Team Coordinator Posting Closes : June 26, 2024 SUMMARY The IT Support Desk 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 Support Desk Technician will serve as the campus-wide initial point of contact for technology-related support services and training initiatives. This position will receive, prioritize, document, and actively resolve end-user support requests utilizing the college's service management solution and escalating incidents when appropriate. This position will also assist in developing and conducting end user training using a classroom environment as well as online learning systems. 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. ESSENTIAL FUNCTIONS

• Provide first-line technical support to GRCC's students, faculty and staff via phone, chat, email, remote and in person following through to ensure customer satisfaction
• Learn appropriate software, hardware, enterprise and cloud-based applications used and supported by the college and remain current on procedural changes
• Collaborate with all IT staff to resolve customer and system issues
• Troubleshoot software, hardware, and network service requests and issues over
• the phone, in person or remotely documenting all actions taken
• Provide initial support for college printers, peripherals and accessories
• Participate in hardware and software pre-deployment testing as well as identifying solutions for new software / hardware needs
• Assist in identifying, developing and facilitating classroom led training, video tutorials, and individualized campus technology training opportunities on a variety of campus applications and technologies ' Provide training to new campus employees through the orientation onboarding process ' Assist in interviewing and hiring new student and contingent staff
• Provide mentorship, onboarding as well as continued guidance and assistance to new student, contingent, and Support Desk Technician I staff
• Assist in developing support plans and project releases for new campus technology solutions.
• Support Continual Service Improvement process by testing and providing feedback for new services
• Conduct automation feasibility studies, including workflow analysis
• Develop and continually review technical support documentation for Customer Support Knowledgebase
• Contribute to IT campus communications including technology notifications, tips, and social media
• Provide monthly and annual phone, ticketing, and chat reports to IT Directors
• Continually advance personal skill set through college course work, research, conferences,webinars and other educational opportunities
• Initiate, manage, and organize end user access provisioning processes for all new hires, transfers, and separations
• Maintain and provision end user Google accounts including email, Groups and Team Drives
• Provision guest access for campus events
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
• Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards
• Perform other duties as assigned by supervisor

JOB SPECIFICATIONS Education Credentials

• Associate's degree preferred with a concentration in computer science, business, communications, related field or equivalent combination of education and experience desired. Equivalent combination of education and experience is high school degree or GED and 2 years of experience in customer support.

Work Experience

• Minimum 2 years customer service experience. Technology background preferred.

Skills

• Maintain knowledge on current ITIL, ITSM, and KCS industry trends
• Proficient in troubleshooting hardware and software issues on both Windows and macOS platforms
• Adaptable to evolving technologies and responsibilities, thriving in a high-pressure, fast-paced environment
• Skilled at managing multiple support requests concurrently, demonstrating effective multitasking, excellent organizational skills and prioritization
• Adept at providing computer software and hardware support to individuals with diverse technical backgrounds
• Ability to provide training and speak publicly
• Strong understanding of customer de-escalation techniques, coupled with a keen attention to detail in addressing customer needs
• Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities
• Demonstrated ability to maintain positive interpersonal relationships and work effectively as a member of a team
• Working knowledge of Microsoft Office applications, Blackboard, PeopleSoft, Google applications, Active Directory provisioning, and ticketing system functions
• Highly effective at researching issues and developing practical solutions
• Exhibit exceptional attention to detail, including proofreading and editing skills
• High level of discretion and confidentiality required
• Project a professional image, including punctuality and good attendance record

Physical Demands

• Sitting or standing for long periods of time while maintaining focus
• Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks
• Ability to occasionally lift and carry equipment up to 35 pounds

Mental Demands

• Exceptional attention to detail
• Ability to independently apply technical judgment to standard applications and systems Ability to handle multiple priorities
• Ability to work independently with minimal supervision
• Ability to analyze complex issues, identify root-causes, and develop innovative solutions
• Optimistic attitude and proven ability to function, work independently and effectively as a team member, and provide excellent customer service for internal and external GRCC stakeholders
• Ability to maintain confidentiality is required

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website
• Hours may expand at different times in the semester to accommodate campus needs
• Availability to work evenings and weekends
• Ability to work in busy office with frequent interruptions
• Ability to work remotely with dependable high speed internet when necessary
• Work is in close proximity to other people in a shared office space
• This position is currently remote-work eligible per the College's Remote Work Policy Agreement

NEXT STEPS / APPLICATION PROCESS

• Please fill out an application at . Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.
• Predictive Index Assessment (behavioral & cognitive) REQUIRED: In order to have your application considered, you must complete the assessments:

HIRING PROCESS GRCC uses an Evidence Based Selection Process, where we make data driven hiring decisions to help mitigate bias throughout the hiring process. As part of this process, candidates will participate in assessments (cognitive and behavioral), reference checks and interviews. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available. 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. To apply, please visit: