Customer Support Center Technician

Customer Support Center Technician (Bilingual)

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, internet access and reliable transportation. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between locations required (own transportation).
• No regular lifting requirements.

Davenport University is committed to building and supporting a diverse community of students, faculty and staff. Davenport University provides equal employment opportunities to all employees, applicants and students without unlawful discrimination based on national origin, race, color, religion, age, sex, sexual orientation, disability, gender identity, veteran, or military status, marital status, height, weight, genetic information, or other protected status

DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER

Revised: October 2026