Customer Service Center Technician

Customer Service Center Technician

CSC (Customer Support Center) Technician

STATUS: Full-time

SHIFT: 11:00am - 8:00pm

PAY: $20 - $22/Hour

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.