IT Support Desk Technician, Part time

About the Role

The IT Customer Support Computer Technician serves as the primary point of contact for all staff and student technology concerns and issues within the Information Technologies department. This role provides front-line support and maintenance for the College’s desktop computing environment, focusing on delivering exceptional service that exceeds user expectations. The ideal candidate is a motivated self-starter with strong interpersonal skills, a drive to learn and expand technical proficiencies, and the ability to thrive in a collaborative, team-oriented environment.

• Schedule: 28 hours per week, flexible schedule (availability for evenings and weekends is critical).
• Compensation: $17.00 per hour.
• Reports to: IT Support Desk Team Coordinator.

Key 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 related to campus technology for students, staff, and faculty.
• Learn and stay current on appropriate software, hardware, and cloud-based applications used and supported by the college, including procedural changes.
• Support college enterprise applications such as campus email, PeopleSoft, Blackboard, Office applications, and other GRCC-used applications.
• Collaborate 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 for laptops and desktops, both remotely and onsite.
• Develop technical support documentation for the Customer Support Knowledgebase.
• Review Customer Support Knowledgebase articles as part of the KCS review cycle.
• Support Continual Service Improvement by testing and providing feedback for new services.
• Provision guest wireless connections for campus events.
• Provide initial and follow-up support for college printers, peripherals, and accessories.
• Follow up with end users to ensure customer satisfaction.
• Be available to other unit team members, providing guidance and assistance, especially to student workers.
• Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards.
• Continually advance personal skill sets through college coursework, research, and other educational opportunities.
• Perform other duties as assigned by supervisors.

Requirements & Tech Stack

• Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, and web pages.
• Proficiency in verbal, written, and interpersonal communication skills.
• Ability to work under pressure in a fast-paced environment.
• Mature judgment and flexibility regarding interruptions.
• Good judgment in handling sensitive or difficult people and situations.
• Good understanding of customer de-escalation techniques.
• Proficiency in Internet navigational skills, with the ability to upload and download documents.
• Self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities.
• Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
• Collegial and collaborative approach.
• Positive attitude.
• Ability to project a professional image, including punctuality and a good attendance record.
• Maintain the highest levels of confidentiality and ethical standards.
• Ability to perform daily routine and unexpected duties with minimum supervision.
• Analytical and problem-solving skills.
• Ability to communicate effectively, both orally and in writing, to assist students and staff professionally.
• 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 customer needs.

Qualifications

• Minimum Associate Degree preferred, with a concentration in computer applications/networking or equivalent experience.
• At least 1-year (preferred) customer service background with a technology emphasis.

Physical Demands

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

Mental Demands

• Interest in working with diverse student populations.
• Demonstrated responsiveness, initiative, and organizational and problem-solving abilities.
• Ability to perform routine and unexpected duties.
• Willingness and ability to learn college systems.
• High energy level with enthusiasm and interest in helping and supporting students and colleagues.
• Ability to work under pressure while possessing mature judgment and flexibility.
• Must use good judgment in handling sensitive or difficult situations professionally.

Working Conditions

• 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: State retirement plan or a 401A with a 12% employer contribution.