IT Support Analyst Level I
On-site · Phoenix, Arizona, United States
Job Summary
IT Support Analyst Level I providing frontline and remote technical assistance for Windows and Mac environments, overseeing ticket creation and escalation, documenting issues, ensuring SLA adherence, and supporting classroom AV, student networking, and multi-company tech needs. Responsibilities include guiding teammates via chat, assisting with technician training, triaging and resolving issues, documenting processes, mentoring student workers after six months, and performing remote troubleshooting to identify and address root causes. Requires experience with Active Directory, TCP/IP, and various operating systems, plus familiarity with desk management, security suites, and basic networking; shifts outside normal hours with on-site work at Grand Canyon Education. The role emphasizes end-user support, incident management, and collaboration across GCE, GCU, and Orbis environments.
Required Qualifications
- 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
- Related technical certifications are helpful but not required
- Must pass pre-employment background investigation
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