Service Desk Technician I, On-Site

ASU Preparatory Academy•Casa Grande, AZ

1d•Onsite

About The Position

As part of Arizona State University’s charter to provide access and excellence, ASU Preparatory Academy (ASU Prep) shares this commitment by demonstrating all students can achieve at the highest levels, regardless of their background. To scale our current impact, ASU Prep is advancing a major expansion program taking fundamental responsibility for the communities we serve. The Service Desk Technician I, On-Site will work onsite and remotely to provide first line technical assistance to internal and external customers. The Service Desk Technician will assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems will be elevated to second line support groups for resolution as needed. The Service Desk Technician is responsible to ensure that effective resolutions are provided to customers.

Requirements

Associates Degree in Computer Science or related field, Bachelors preferred, but not required.
Experience with technology, including hardware, software and systems support.
Demonstrated knowledge in information technology security.
Experience with Service Desks or ticketing systems.
Experience troubleshooting and supporting customers.
Valid Arizona Department of Public Safety (DPS) Fingerprint Clearance Card, required.
Any equivalent combination of experience, training and/or education from which comparable knowledge, skills and abilities may be considered.
Excellent communication and organizational skills to work effectively with staff, teachers, students, parents, community, and vendors.
Demonstrated knowledge of computer operations.
Demonstrated knowledge of Microsoft Office Suite, PC and Mac based platforms.
Familiarity with networking concepts and ability to communicate them to another team for troubleshooting and resolution.
Ability to work with little to no supervision.
Ability to take initiative.
Demonstrated knowledge of audio/visual technology.
Ability to troubleshoot hardware-related issues and implement solutions.
Demonstrated knowledge in information technology security.
Demonstrated ability to work with confidential information.
Ability to articulate, represent professional demeanor and ability to take initiative.

Nice To Haves

Knowledge in FERPA and CIPA is preferred, but not required.
Knowledge of ITSM and ITIL, preferred, but not required.
Remote support experience is preferred, but not required.
Demonstrated knowledge of imaging and management solutions such as SCCM, MDT, JAMF Pro, and G-suite Management Console.

Responsibilities

Provide 1st level support for all Information Technology products and services via email, chat, zoom, phone or in person.
Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Determine the most effective manner to resolve client technical issues.
Engage in research and in-depth troubleshooting to resolve technical issues.
Follow up on outstanding requests and ensure timely resolution.
Identify and organize tickets according to priority.
Escalate unresolved tickets to the next level support team.
Records required customer and problem information in the Incident tracking system.
Maintain tickets appropriate journal entries, and closes tickets with resolution entered upon completion of job.
Maintain user accounts for the onboarding process.
Works on Service Desk related projects as assigned by the supervisor.
Maintain hardware inventory at each site.
Provides onsite support at campuses, focusing on immersion assistance and maintaining site systems.
Additional duties may be assigned as necessary.