Systems Support Specialist

Arizona State University•Tempe, AZ

2d•Onsite

About The Position

Research Technology Support (RTS), a technical support group within Arizona State University’s Knowledge Enterprise, is seeking a Systems Support Specialist for its hands-on deskside IT team. The position provides front-line technology support to ASU employees, researchers, and public visitors. The specialist handles requests submitted through ServiceNow, by phone, and in person, manages their workload independently, and collaborates with team members and student technicians. Support may be provided remotely, by phone, or in person, and includes computers, software, mobile devices, and audiovisual and media equipment. The role also configures and deploys devices and software, supports presentation technology in conference rooms and hybrid meeting spaces, and maintains and contributes to team documentation. The position is 100% in person on ASU’s Tempe campus and may require driving a golf cart to deliver, install, or service IT equipment. ASU conducts pre-employment screening, including criminal background and fingerprint checks; employment is contingent on successfully passing the applicable checks.

Requirements

Associate’s degree and one year of experience appropriate to the area of assignment or field, or an equivalent combination of experience and/or training demonstrating comparable knowledge, skills, and abilities.
A valid U.S. driver’s license of the appropriate class and required endorsements throughout employment if driving is required.
Strong verbal and written communication skills with a diverse audience.
Demonstrated proficiency in the core technical skills required for the role.
Ability to perform the described physical activities, including lifting and moving objects weighing up to 50 pounds.

Nice To Haves

Experience supporting both Mac and Windows hardware, operating systems, and standard applications.
Experience with Active Directory and remote workstation support tools.
Experience with workstation imaging and mass software deployment tools.
Experience troubleshooting iOS and Android mobile devices.
IT certifications such as CompTIA A+, Network+, or Google IT Support.
Capability to drive a campus golf cart; a valid U.S. driver’s license is required.

Responsibilities

Respond to help desk requests and resolve hardware, software, and media equipment issues remotely, by phone, or in person.
Configure, image, install, and upgrade desktop computers, laptops, tablets (iPad and Android), and software packages.
Set up, test, and troubleshoot multimedia presentation technology in conference rooms and hybrid meeting spaces.
Drive ASU golf carts across campus to deliver, install, or service IT equipment, as required.
Consult the team knowledge base to resolve issues and contribute new documentation as solutions are found.
Use enterprise-managed tools to manage devices and deploy software and security updates to devices and applications.
Manage incoming requests through ServiceNow, phone calls, and walk-ins, while self-managing workload and collaborating with team members and student technicians.