Customer Service Specialist- Air Force University

98702BR

Campus: Tempe

Customer Svc Spec

Job Description

The Enterprise Technology (ET) Experience Center is seeking a Customer Technical Support Specialist. As part of the ET, the primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware, software and troubleshooting expertise.

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.)

• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings. 
• Disability and leave program for income protection. 
• Employee assistance for free and confidential behavioral health services.

Days and Schedules:
We are currently hiring for the following shift: Wednesday-Saturday 8:00 am 7:00 pm

Job Family

Clerical & Admin Support

Department Name

EC Specialists

Full-Time/Part-Time

Full-Time

VP Code

ASU Enterprise Technology

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$20.00 per hour

Close Date

15-February-2024

Essential Duties

• Provides supervision and direction to other professionals in Information Technology and other supported services by keeping them informed of changes in policy and/or procedure.
• Reviews and recommends changes and/or implementation of departmental policies and procedures to increase efficiency of operations and to meet changing regulations and requirements.
• Participates in the planning, goal setting, and evaluation of assigned Experience Center specialists.
• Monitors production of phone, email, and chat to ensure timely resolutions.
• Provides training, constructive feedback, and recognition when appropriate.
• Serves as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
• Coordinates with the ET Training department to conduct short refresher training(s) and new information dissemination.
• Acts as an internal escalation point for all services supported by the Experience Center.
• Maintains a close and collaborative working environment, sharing information regularly with other Experience Center leadership staff.
• Works to coordinate after-hours support needs and, in the event of after-hours support issues, this position is expected to act as the initial point of communication to others on the Experience Center leadership team as appropriate and established with procedures.
• Assists Experience Center leadership in, but not limited to, recruiting, interviewing, and facilitating new hire onboarding.
• Remains proficient in appropriate skill-sets to support current and ever-changing technologies, policies, and procedures. 
• Performs other related duties as assigned.
• 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. 
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
  

Minimum Qualifications

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.

Desired Qualifications

• Experience in a high-volume customer service setting (1 year)
• Demonstrated understanding of how-to problem solve.  
• Experience with SCCM, JAMF, and Service Now.
• Experience in IT troubleshooting procedures including PC hardware, hardware drivers, software, and operating systems.
• Experience with SCCM, JAMF, and ServiceNow.
• Supporting Windows 7 and above and supporting Mac OS 10.6 and above.
• Supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail.
• Supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless.
• Communicating effectively with both technical and nontechnical customers - written and verbal.
• Completes call logs and other appropriate reports.
• Inputs data and ensures the accuracy of all information entered the system.
• Performs other related duties as assigned.
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• Ability to lead by example in communicating, participating, and encouraging support of the institution’s sustainability programs.
  

Working Environment

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.

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 diverse 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 hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Scale of impact. Our work changes the world. With 180k+ 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, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact

ASU Statement

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.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

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.