Systems Support Specialist
About The Position
Provides routine IT services to end users in order to support the mission of the institution through technology. Uses enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprises, and updates documented processes. The College of Integrative Sciences and Arts (CISA) seeks a motivated, service-oriented Systems Support Specialist to join our Information Technology team. This position provides frontline technical support to CISA faculty and staff and plays an important role in maintaining reliable, effective technology services across the college. The ideal candidate is a proactive self-starter who brings a customer service mindset, sound problem-solving skills, and the ability to work collaboratively in a dynamic higher education environment. In this role, you will support a range of technical functions, including computer imaging, inventory management, workstation configuration, device deployment, and technology-related move coordination, with a primary focus on Windows systems and some support for Mac and Apple devices. This position will also partner with colleagues across CISA on a variety of technical and non-technical projects, helping to ensure responsive support and smooth day-to-day operations. The successful candidate will be adaptable, organized, and eager to learn; while customer service and collaboration skills are essential, technical training will be provided for role-specific systems and processes.
Requirements
- Associate's degree and one (1) year of 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.
- Customer service mindset
- Sound problem-solving skills
- Ability to work collaboratively in a dynamic higher education environment
- Adaptable, organized, and eager to learn
Nice To Haves
- Experience using operating system deployment and device management tools such as SCCM and JAMF.
- Experience using work management or ticketing platforms such as Wrike to track requests, assignments, and project progress.
- Demonstrated knowledge of IT project management principles and the ability to support technical initiatives from planning through implementation.
- Demonstrated knowledge of computer troubleshooting utilities, hardware and software compatibility requirements, and standard diagnostic practices.
- Experience identifying and implementing technology solutions that improve efficiency, enhance service delivery, and reduce errors.
- Demonstrated knowledge of hardware and software support methods, troubleshooting techniques, and issue resolution practices across a range of devices and systems.
- Strong work ethic and demonstrated ability to work effectively, both independently and as part of a collaborative team.
- Knowledge of Active Directory and NTFS File Permissions.
- Experience troubleshooting laptop hardware and hardware driver issues.
- Experience troubleshooting software and configuration issues.
- Experience using help desk, service management, or data-tracking systems to document, monitor, and resolve support requests.
- Experience creating and maintaining technical documentation, process guides, and user support materials.
- Evidence of effective verbal and written communication skills and the ability to build and maintain positive working relationships.
- Demonstrated customer service skills, including the ability to respond to technical issues professionally, clearly, and effectively.
Responsibilities
- Perform diagnostic analysis and technical troubleshooting to identify root causes and resolve administrative, software, and hardware issues.
- Coordinate the setup, configuration, and deployment of equipment for new employees across multiple platforms.
- Provide desk-side and remote technical support for a variety of devices, escalating issues as appropriate.
- Manage hardware inventory and support compliance with established policies and procedures.
- Set up, maintain, and troubleshoot audio-visual systems in support of meetings, events, and instructional needs.
- Collaborate effectively with other ASU IT departments and campus partners to support service delivery and issue resolution.
- Assist with the coordination of faculty and staff office moves involving technology equipment and workstation setup.
- Facilitate surplus and salvage requests for CISA in accordance with university processes.
- Manage inbound ticket triage and escalations to ensure timely and effective support.
- Maintain accurate records of technical support activities and service requests in Wrike or other designated systems.
- Train, guide, and support student employees assisting with IT operations and service functions.
- Other duties and special projects as assigned.
Benefits
- Flexible work schedules
- Low-cost health and life benefits
- Wellness program for preventative health education and screenings
- Tuition waiver for benefits-eligible staff members
- Tuition reduction for their spouses and dependents
- Disability and leaves program for income protection
- Employee assistance for free and confidential behavioral health services
- Volunteer and professional development release time
- Disability resources
- Retirement program designed to promote long-term savings and provide income upon retirement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
