IT Technician

Arizona State University•Tempe, AZ

1d•Onsite

About The Position

The W. P. Carey Technology Strategy and Operations department is seeking a highly motivated individual to assist the IT Service Desk Team in providing great customer service, quick response time, and competent and efficient troubleshooting of technical issues for faculty, staff, and students at the School of Business. This is a 40 hour per week position: Monday through Friday 7am-4pm with a 1-hour lunch break.

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.

Nice To Haves

Prior customer service experience.
Strong written and verbal communication skills.

Responsibilities

This role functions as Tier 1 support, providing the first point of contact for clients requesting IT assistance.
Greeting and assisting walk-in clients
Fielding incoming calls
Dispatching student workers for support when necessary
Creating and managing cases in ServiceNow and Salesforce
Escalating issues to Tier 2 Support as well as other partners within the University IT system
Troubleshooting computer software, hardware and peripherals
Performing in-person and remote support via remote management software
Updating and maintaining our technology inventory system
Processing of antiquated hardware for ASU Surplus (e-waste)
Providing support and fielding questions via Slack (chat support)
Liaising and coordinating warranty claims with Dell and Apple.