Customer Service Specialist - AU IT Support Technician

Job Profile IT Helpdesk Coordinator 2 Non-Exempt Job Family IT Support Services Time Type Full time Max Pay – Depends On Experience $20.00 USD Hourly 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 Description The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist, IT Support Technician, whose primary role is to support Air Force University (AU) operations. The specialist will provide endpoint support to AU’s faculty, staff, and students, leveraging both hardware and software solutions. Additionally, they will extend support to our broader community. Core responsibilities include an intentional focus on inclusion and belonging, culture, and communications, embodying the organization’s values. What’s In It For You Access to professional development and hands‑on learning Workday Learning courses covering a variety of topics Tuition reduction for degree programs at ASU Opportunities for manager‑approved specialized training and certifications based on department needs Flexible Work Options Alternative work schedules can include four, 10‑hour workdays in a workweek; a nine‑day, 80‑hour schedule over two workweeks for exempt employees only; and staggered start and stop times. Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president‑level approval is required. Days And Schedules We are currently hiring for the following shift: Wednesday to Saturday from 10:00 am - 9:00 pm. Pay Rate $20 per hour. Essential Duties Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team. Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities. Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency. Escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context. Communicate effectively with both technical and non‑technical customers—written and verbal. Receive, monitor, respond to, and update ticketing tracking system and other technologies to document and track support services work in accordance with established policy through phone, email, and chat. Install software and establish a connection to network(s) in accordance with specified standards. Troubleshoot hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures. Provide software application assistance to end users as requested. Replicate errors and re‑set computers and printers. Create, update, and maintain technical documentation for use within the group as well as outside entities. Analyze problems quickly, identify root causes, and provide appropriate solutions. Participate in and contribute to scheduled and ad‑hoc training. Perform other related duties as assigned. Take responsibility for fostering culture, advancing values, and championing engagement in all its forms. 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. Desired Qualifications Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNOW Familiarity with DUO 2‑factor authentication Degree work or certification work in Information Technology or closely related fields. Experience providing IT diagnostic and troubleshooting support. Experience in a high volume contact center customer service setting. Demonstrated understanding of how to problem solve. Proficiency in using remote support tools and software, such as remote desktop applications or virtual collaboration platforms. A basic understanding of networking concepts and protocols. Understanding of Windows and/or Mac functionality. Understanding of a variety of email platforms (Outlook, O365, Gmail, and mobile device clients). Ability to adapt to changing priorities, procedures, and technologies in a dynamic and fast‑paced environment. 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. Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team. Ability to quickly change priorities, which may include and/or be subject to resolution of conflicts. 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. Cover Letter Instructions Please disclose any use of AI. 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. It is a values‑driven organization with commitments reflected in all of its work. Applicants must be eligible to work in the United States. 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 hybrid work environment prioritizes personal autonomy and trust around how work gets done. Culture forward – we embrace a positive core culture of belonging, relational, authentic, visionary, and empowered. Diversity, equity, and inclusion are woven into our daily work. Scale of impact – with 180,000+ 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 – 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, Cox, Verizon, Salesforce, Alteryx, and a diversity of technology companies to enhance innovation and deepen impact. Driving Requirement Driving is not required for this position. Location Campus: Tempe Funding No Federal Funding Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law. #J-18808-Ljbffr Arizona State University