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Customer Support Center Technician

Remote / Online - Candidates ideally in
Grand Rapids, Kent County, Michigan, 49528, USA
Listing for: Davenport University
Full Time, Remote/Work from Home position Listed on 2026-11-15
Job specializations:
Salary/Wage Range or Industry Benchmark: 20 - 21.5 USD Hourly USD 20.00 21.50 HOUR

Job Description & How to Apply Below

Customer Support Center Technician
  • STATUS: Full-time
  • SHIFT: 11:00am - 8:00pm
  • PAY: $20 - $21.50/Hour
  • DEPARTMENT: Information Technology - Customer Support Center
  • LOCATION: Grand Rapids- W.A. Lettinga Campus (Hybrid)
  • REPORTS TO: CSC Manager
SUMMARY:

The Customer Support Center Technician (Bilingual) provides world-class English & Spanish language support for technology issues for Davenport University's students, faculty, and staff. These responsibilities include on-site and remote work, performed in an ethical manner consistent with the University's mission, vision, and values including diversity, equity, and inclusion.

RESPONSIBILITIES:
  • Provide bilingual (English & Spanish) 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 collaboratively with fellow ITS team members to resolve issues and provide assistance to our student employees.
  • Assist our Campus Support team with the installation, troubleshooting, and maintenance of campus technology and classroom equipment.
  • Administer DU user accounts including creation, access, and rights management.
  • Identify and track recurring problems, recommend and document appropriate solutions, and
    ** escalate
    * * issues as necessary.
  • 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.
  • Demonstrated fluency in English and Spanish.
  • Experience with the latest 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.
  • Familiarity with current AI tools and willingness to learn how to leverage AI to streamline work and drive innovation.
  • 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 occasionally work a 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, working directly with customers.
  • 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,…
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