MAX PAY – DEPENDS ON EXPERIENCE:

$22.40 USD Hourly

MINIMUM QUALIFICATIONS:

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.
Job Profile Summary:
Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

JOB DESCRIPTION:

Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needs

DESIRED QUALIFICATIONS:

• Degree work or certification work in Information Technology or closely related fields.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• 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.

WHY JOIN US?

Mission oriented. Everything we do is to advance ASU’s charter - measuring who we include and how they succeed. We are staunch champions of learner success and put people first.
Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.
Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.
Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.
World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.
Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.
The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist, IT Support Technician. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.
As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

• 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.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
• Communicating effectively with both technical and nontechnical customers - written and verbal.
• 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.
• Participates in and contributes to scheduled and ad-hoc training.
• Performs other related duties as assigned.
• Experience providing IT diagnostic and trouble-shooting support
• Experience in a high volume call center customer service setting.
• Demonstrated understanding of how to problem solve
• Understanding of Windows and/or Mac functionality
• Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)
• 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.