Customer Service Specialist - IT Support Technician

100526BR

Campus: Tempe

Customer Svc Spec

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 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.)

●    Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics
●    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.

Flexible work options may be available after successfully completing the initial 60- 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.

Days and Schedules: 
We are currently hiring for the following shift: Sunday - Thursday 7:00am - 4:00pm

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

Essential Duties

• Manage incoming requests via the ticketing tracking system, promptly responding through phone, email, and chat with meticulous documentation.
• Install software and establish network connections while adhering to specified standards to ensure system integrity.
• Provide empathetic and efficient responses to all inquiries, promptly assessing and addressing needs.
• Identify and escalate complex issues for resolution, maintaining exemplary service standards.
• Diagnose hardware and software problems, executing diagnostic procedures for corrective measures.
• Offer comprehensive software application assistance to end users upon request.
• Replicate errors and perform necessary procedures to ensure seamless functionality of computers and printers.
• Develop and collaborate in the creation of technical documentation for internal use.
• Participate in training sessions to enhance skills and stay updated on industry standards.
• Fulfill assigned duties, demonstrating flexibility in a dynamic work environment.
• Champion organizational values, engage in events, and promote diversity and inclusion.

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

• Degree or certification in Information Technology or related fields
• Familiarity with CRM systems like Salesforce or ServiceNOW
• Experience with 2-factor authentication methods and protocols (e.g., DUO, MFA)
• Proficiency in remote support tools and software, networking concepts, and operating systems
• Proven track record in diagnostic and troubleshooting support in IT environments
• Experience in high-volume contact center customer service setting
• Strong problem-solving skills, effective communication, and leadership qualities
• Experience and proficiency of Windows and/or Mac functionality 
• Knowledge and proficiency of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)
• Communicating effectively with both technical and non-technical customers - written and verbal
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs
• Ability to model empathy, compassion and emotional intelligence
  

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. 

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.  

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 is a diverse enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation, and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market. 

Flexible work options may be available after successfully completing the initial 60-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.

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.