Customer Service Specialist - AU IT Support Technician

Arizona State University • Tempe, AZ

6d • Hybrid

About The Position

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. In this capacity, the specialist will be dedicated to providing endpoint support to AU's faculty, staff, and students, leveraging both hardware and software solutions. Additionally, this position holds the responsibility of extending support to our broader community, ensuring that all members receive the necessary technical assistance for their academic and professional endeavors. As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our http://tech.asu.edu/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.
• Applicants must be eligible to work in the United States.

Nice To Haves

• 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 trouble-shooting 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 a variety of email platforms (i.e., 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 are subject to resolution of conflicts.

Responsibilities

• 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.
• Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.
• Communicating effectively with both technical and nontechnical customers - written and verbal.
• 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.
• 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.
• The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.
• Participates in and contributes to scheduled and ad-hoc training.
• Performs other related duties as assigned.
• Take responsibility for fostering culture, advancing our 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.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED