Customer Service Center Technician
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CSC (Customer Support Center) Technician
STATUS: Full-time
SHIFT: 11:00am - 8:00pm
DEPARTMENT: Information Technology - Customer Support Center
LOCATION: Grand Rapids-W.A. Lettinga Campus
REPORTS TO: CSC Manager and Training Coordinator
SUMMARY:
The Customer Support Center Technician provides world class troubleshooting and support to students, faculty, and staff for Davenport University technology issues. These responsibilities include remote and on-site support which are performed in an ethical manner consistent with the University's mission, vision, and values which include diversity, equity and inclusion.
RESPONSIBILITIES:
• Provide customer support to DU faculty, staff, and students for all ITS supported technology including hardware, software, printing, AI tools, and network access.
• Log all calls and communication in the IT Service Management system, responding to, resolving, and escalating tickets within designated Service Level Agreements, ensuring timely problem resolution and complete customer satisfaction.
• Utilize DU approved AI tools effectively, innovatively, and responsibly to expedite and enhance daily work and identify opportunities to help customers do the same.
• Work closely and collaboratively with fellow ITS team members to resolve issues.
• Assist campus support team when necessary with the installation, troubleshooting, and maintenance of campus technology and classroom equipment.
• Administer Active Directory accounts including creation of user IDs and access/rights management, working closely with Human Resources.
• Monitor network devices and connections.
• Identify and track recurring problems and recommend appropriate solutions.
• Assist with and provide support for ITS projects as needed.
• Assist with documentation and training for team members and customers.
• Provide GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University Cultural Values.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
• Perform other duties as assigned.
QUALIFICATIONS:
• High School Diploma required; Associate or Bachelor's Degree preferred.
• Experience with Windows Operating Systems and related applications.
• Demonstrated ability to effectively prioritize workloads in order to meet deadlines, accomplish goals, and complete tasks on time.
• Ability to work independently with minimal supervision.
• Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
• Demonstrated ability to work effectively in a team environment with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Demonstrated proficiency in leveraging AI tools to streamline work and drive innovative problem solving.
• Demonstrated excellent customer service and interpersonal communication, both written and oral.
• Demonstrated ability to communicate effectively and relate well to students, faculty, and staff, while maintaining appropriate confidentiality.
• Ability to work an occasional flexible schedule, including some evenings, weekends, and additional hours during peak times or as required for coverage.
• Preferred: Two years of PC hardware/software support and/or help desk experience.
• Preferred: Network technology support experience.
• Preferred: Experience supporting and troubleshooting Apple hardware and MacOS software.
• Business office environment and/or home office environment requires phone, internet access and reliable transportation. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between locations required (own transportation).
• No regular lifting requirements, occasional lifting up to 50 pounds.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
Revised: October 10, 2023
To apply, visit
QUALIFICATIONS:
• High School Diploma required; Associate or Bachelor's Degree preferred.
• Experience with Windows Operating Systems and related applications.
• Demonstrated ability to effectively prioritize workloads in order to meet deadlines, accomplish goals, and complete tasks on time.
• Ability to work independently with minimal supervision.
• Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
• Demonstrated ability to work effectively in a team environment with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Demonstrated proficiency in leveraging AI tools to streamline work and drive innovative problem solving.
• Demonstrated excellent customer service and interpersonal communication, both written and oral.
• Demonstrated ability to communicate effectively and relate well to students, faculty, and staff, while maintaining appropriate confidentiality.
• Ability to work an occasional flexible schedule, including some evenings, weekends, and additional hours during peak times or as required for coverage.
• Preferred: Two years of PC hardware/software support and/or help desk experience.
• Preferred: Network technology support experience.
• Preferred: Experience supporting and troubleshooting Apple hardware and MacOS software.
• Business office environment and/or home office environment requires phone, internet access and reliable transportation. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between locations required (own transportation).
• No regular lifting requirements, occasional lifting up to 50 pounds.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
Revised: October 10, 2023
To apply, visit https://apptrkr.com/6703226
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