Customer Service Specialist - Army IT Support Technician

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Max Pay - Depends on experience:

$20.00 USD Hourly

Apply before 11:59 PM Arizona time the day before the posted End Date.

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:

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist, IT Support Technician, whose primary role is to support Army operations. In this capacity, the specialist will provide endpoint support to the Army's faculty, staff, and students, leveraging both hardware and software solutions. Additionally, this position holds the responsibility of extending support to our broader community, ensuring that all members receive the necessary technical assistance for their academic and professional endeavors. 

As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our culture.

What's in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

• Access to professional development and hands-on learning

• Workday Learning courses covering a variety of topics

• Tuition reduction for degree programs at ASU

• Opportunities for manager-approved specialized training and certifications based on department needs

Flexible work options may be available after successfully completing the initial 90- day training period.

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.

• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Days and Schedules: 

We are currently hiring for the following shift: Monday-Friday 2:00 pm to 11:00 pm.

This IS a grant-funded position.

Pay Rate: $20.00 per hour.

Essential Duties:

• Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team. 

• Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities.

• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency. 

• Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.

• Communicating effectively with both technical and nontechnical customers - written and verbal.

• 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.

• 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; resets computers and printers.

• Creates, updates, and maintains technical documentation for use within the group as well as outside entities.

• The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.

• Participates in and contributes to scheduled and ad-hoc training.

• Performs other related duties as assigned.

• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.

• 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.

Desired Qualifications:

• Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNow

• Familiarity with DUO 2 factor authentication 

• Degree work or certification work in Information Technology or closely related fields.

• Experience providing IT diagnostic and trouble-shooting support 

• Experience in a high-volume contact center customer service setting. 

• Demonstrated understanding of how-to problem solve  

• Proficiency in using remote support tools and software, such as remote desktop applications or virtual collaboration platforms

• A basic understanding of networking concepts and protocols 

• Understanding of Windows and/or Mac functionality 

• Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)

• Ability to adapt to changing priorities, procedures, and technologies in a dynamic and fast-paced environment.

• 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 changes 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.

Working Environment:

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.

• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.

• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team. 

• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation.

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers, and staff. Our work emphasizes autonomy, flexibility, and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

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 hybrid work environment prioritizes personal autonomy and trust around how work gets done. 

Culture forward.We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 180k+ 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, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: Tempe

Funding:

No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

Please use the link below to log in using single sign-on.

https://www.myworkday.com/asu/d/inst/1$9925/9925$18758.htmld

To be considered, your application must include all of the following attachments:

• Cover letter

• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact HR Talent Acquisition before the posting close date to request edits.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance - For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.