IT Support Analyst
About The Position
Kickstart your IT career with a fast‑paced, hands‑on role that puts you at the center of real‑world technical support! We’re looking for an enthusiastic IT Support Technician who’s eager to learn, ready to jump in, and excited to help users across multiple organizations, including GCE, GCU, and Orbis. In this entry‑level position, you’ll gain experience with troubleshooting, ticketing, remote support, classroom AV systems, networking basics, and more. You’ll collaborate with teammates, support end users, assist with training, and build a strong foundation for future career growth in IT. If you’re passionate about helping people, curious about technology, and energized by problem‑solving, this is the perfect place to begin your journey.
Requirements
- 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.
- Must work outside of normal business hours and rotating shifts
- Must pass pre-employment background investigation.
Nice To Haves
- Related technical certifications are helpful but not required.
Responsibilities
- Actively respond to teammates’ request for guidance or assistance in chat.
- Assist with new technician training and assimilation
- Create tickets for every call, documenting issues with all notable information.
- If an escalation is required, assign to the appropriate team or technician
- Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting
- Provide/Remove Access Based on Employment Status
- Discover and Document Processes for New Applications or Procedures
- Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months
- 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 customers
- Provide Audio-Visual support for classrooms, company events, and meetings
- Provide support for student networking, cox cable, and student hardware repairs
- Multi-company technology support for employees of GCE, GCU and Orbis
- Research Issues Through Available Resources
- Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies
- Triage Support Tickets while assisting employees via remote session or phone
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
