Customer Service Specialist - IT Support Technician

IT Helpdesk Coordinator 2 Non-ExemptJob Family: IT Support ServicesTime Type: Full timeApply 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: 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.As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needsEssential 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 customersInstalling 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 requestedReplicates 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 supportExperience in a high volume call center customer service setting.Demonstrated understanding of how to problem solveUnderstanding of Windows and/or Mac functionalityUnderstanding 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.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:Access to professional development and hands-on learningWorkday Learning courses covering a variety of topicsTuition reduction for degree programs at ASUOpportunities for manager-approved specialized training and certifications based on department needsFlexible work options may be available after successfully completing the initial 90- day training period.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.The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process.Overnight shifts are eligible for additional hourly compensation beyond the entry pay range.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 innovationET 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.Driving Requirement: Driving is not required for this position.Location: Campus: TempeFunding: No Federal FundingInstructions to Apply: Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.To be considered, your application must include all of the following attachments:Cover letterResume or CVMultiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.Important: Do not withdraw your application to make edits. Once an application is withdrawn