Customer Service Specialist - IT Support Technician

About this role

Job Profile: IT Helpdesk Coordinator 2 Non-Exempt Job Family: IT Support Services Time Type: Full time Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications: High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary: Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology. Job Description: Salary Range: $20.00- $22.40 per hour.  Pay rate is based on availability, experience, and shift needs

Essential Duties: • Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat.

• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.

• Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.

• Communicating effectively with both technical and nontechnical customers - written and verbal.

• Installing software and establishing a connection to network(s) in accordance with specified standards.

• Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.

• Provides software application assistance to end users as requested

• Replicates errors; re-sets computers and printers.

• Creates, updates, and maintains technical documentation for use within the group as well as outside entities.

• Participates in and contributes to scheduled and ad-hoc training.

• Performs other related duties as assigned.

• Experience providing IT diagnostic and trouble-shooting support

• Experience in a high volume call center customer service setting.

• Demonstrated understanding of how to problem solve 

• Understanding of Windows and/or Mac functionality

• Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)

• Collaborate across teams and actively participate in ET/ASU events and programs.

• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.

• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications: • Degree work or certification work in Information Technology or closely related fields.

• Demonstrated ability to model empathy, compassion, and emotional intelligence.

• Experience in a values-driven organization with a strong commitment to inclusion and belonging.

• Ability to cultivate a psychologically safe environment where all team members can thrive.

• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.

• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Working Environment: • Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.

• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.

• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team. 

• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

Department Statement: Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. 

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.  

The Enterprise Technology (ET) Experience Center is seeking a Custom

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