IT Support Desk Technician - Part time

Grand Rapids Community College • Grand Rapids, MI • 2d ago

Department: Information Technology

Location: Grand Rapids, MI

The IT Customer Support Computer Technician provides the "voice of the customer" for the Information Technologies department and is the front-line point of contact for all staff and student related technology concerns and issues.

The IT Support Desk Technician's role is to provide a single point of contact for end users to receive support and maintenance within the College's desktop computing environment.

This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.

Requisition ID: 848

Employee Group: https://www.grcc.edu/faculty-staff/human-resources/employee-groups-resources/employee-groups/contingent-employees

Schedule: 28 hours per week, flexible schedule (Flexibility is critical for this position. This position requires the availability to work evenings and weekends.)

Compensation: $17.00

Reports to: IT Support Desk Team Coordinator

Posting Opens: 10/1/2025

Posting Closes: Open until filled

ESSENTIAL FUNCTIONS

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.

JOB SPECIFICATIONS

Qualifications

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.

Skills

Must be proficient in verbal, writte

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