Now Hiring: $17/hr IT Support Role at Grand Rapids Community College

Grand Rapids Community College is currently hiring for an IT Support role offering a competitive pay rate of $17 per hour. This opportunity is ideal for candidates looking to build hands-on experience in technical support within an academic environment. The position involves assisting students, faculty, and staff with day-to-day IT issues while gaining exposure to real-world systems, troubleshooting workflows, and customer service practices in a professional setting.

Job Overview

Job Description

• 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, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation and socio-economic backgrounds.
• Ability to work under pressure in a fast-paced environment. Possess mature judgment and be flexible in regard to interruptions.
• Must use good judgment in handling sensitive or difficult people and situations.
• Must have a good understanding of customer de-escalation techniques.
• Proficient in Internet navigational skills, with ability to upload and download documents.
• Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities.
• Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
• Must be collegial and collaborative.
• Must possess a positive attitude.
• Project a professional image, including punctuality and good attendance record.
• Maintain the highest levels of confidentiality and ethical standards.
• Ability to perform daily routine and unexpected duties with minimum supervision.
• Must possess analytical and problem-solving skills.
• Ability to communicate effectively, both orally and in writing, to assist students and staff in a professional manner.
• Demonstrated ability to maintain positive interpersonal relationships and effectively work as a member of a team.
• Ability to learn new computer software and maintain up-to-date skills in computer technology.
• Ability to handle multiple priorities.
• Ability to identify innovative approaches for service delivery that meet our customer needs

Selection Process

The hiring process typically includes the following stages:

1. Application Screening
   Initial review of resumes and qualifications to shortlist suitable candidates.
2. Technical Assessment (if applicable)
   Basic evaluation of IT knowledge such as troubleshooting, operating systems, or networking fundamentals.
3. Interview Round
   • One or two rounds (virtual or in-person)
   • Focus on technical skills, problem-solving ability, and communication
4. Final Selection & Offer
   Selected candidates receive an offer letter along with onboarding details.

How To Apply

1. Visit the official careers page of Grand Rapids Community College.
2. Search for “IT Support” or similar job listings.
3. Review the job description carefully to ensure eligibility.
4. Prepare your resume highlighting relevant technical skills and experience.
5. Submit your application online through the portal.
6. Keep track of your email for further communication regarding the next steps.