Customer Service Specialist - IT Support Technician

Arizona State University•Greendale, WI

1d•$20 - $22

About The Position

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.

Requirements

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.
Experience providing IT diagnostic and trouble-shooting support
Experience in a high volume call center customer service setting.
Demonstrated understanding of how to problem solve
Understanding of Windows and/or Mac functionality
Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)

Nice To Haves

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.

Responsibilities

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 customers - written and verbal.
Installing 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 requested
Replicates 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.
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.

Benefits

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.)
Arizona State University offers a comprehensive benefits package that enhances your total compensation
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 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.