Customer Service Specialist, It Support Technician

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist, IT Support Technician. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.
We are currently hiring for the following shifts:

• Multiple shifts available with start times between 7:00am and 1:00pm.
• Shift schedule will be determined at the time of hire and will be based on availability.

As with everyone in the ET, culture and communications are core responsibilities in this role. With an increased focus on diversity, equity, inclusion and belonging, this position strives to embody and advance our ET Positive Core.
What’s in it for you:
Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes (Click here to explore options):

• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.
• Wellness program for preventative health education and screenings.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Paid time for volunteer and professional development.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics, and/or NASFAA courses to obtain Certified Financial Aid Administrator credentials.

• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• 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.
• Provides software application assistance to end users as requested.
• Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms - collaborating across our teams as well as participating in ET/ASU events and programs.
• Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
• Advances our Enterprise Technology Affirmative Pledge.
• Replicates errors; re-sets computers and printers.
• 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.
• Performs other related duties as assigned.
• Installs software and establishes a connection to network(s) in accordance with specified standards.

One-two years’ experience in a customer service environment and experience in a frontline customer service environment OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

• Experience providing IT diagnostic and trouble-shooting support.
• Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients).
• Ability to model empathy, compassion and emotional intelligence.
• Demonstrated understanding of how to problem solve.
• Degree work or certification work in Information Technology or closely related fields.
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
• Understanding of Windows and/or Mac functionality.
• Experience in a high volume call center customer service setting.
• Communicating effectively with both technical and nontechnical customers - written and verbal.

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending and reaching.

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.
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Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.