IT Support Desk Technician - Part time

Summary

Grand Rapids Community College is seeking an IT Support Desk Technician to provide the front-line point of contact for technology concerns and issues for staff and students. The role involves delivering first-line technical support, troubleshooting, and collaborating with IT staff to enhance customer satisfaction in the college's desktop computing environment.

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
• 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

Skills

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

Qualifications

Must Haves

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