Customer Service Specialist - IT Support Technician

Arizona State University’s Enterprise Technology (ET) Experience Center is hiring a Customer Service Specialist to deliver endpoint IT support to faculty, staff, and students in a hybrid setting in Tempe.

Responsibilities

• Receive, monitor, respond to, and update a ticketing tracking system to document and track support activity according to established policy using phone, email, and chat
• Respond promptly to contact inquiries, evaluating needs and providing support with empathy and efficiency
• Escalate complex issues to the appropriate channels to support resolution and maintain service standards
• Communicate effectively with both technical and nontechnical customers
• Install software and establish connections to network(s) in accordance with specified standards
• Troubleshoot hardware and software issues using diagnostic procedures to identify corrective actions
• Provide software application assistance to end users as requested
• Replicate errors; reset computers and printers
• Create, update, and maintain technical documentation for internal use and external entities
• Participate in scheduled and ad-hoc training activities
• Perform other related duties as assigned
• Collaborate across teams and participate in ET/ASU events and programs
• Leverage AI in routine tasks and contribute ideas to improve unit efficiency and performance
• Foster a positive culture by upholding organizational values and championing engagement in all its forms

Requirements

• High School Diploma and 2 years of experience appropriate to the assignment/field; or an equivalent combination of experience and/or training yielding comparable knowledge, skills, and abilities
• Experience providing IT diagnostic and troubleshooting support
• Experience in a high volume call center customer service environment
• Demonstrated ability to problem solve
• Understanding of Windows and/or Mac functionality
• Understanding of email platforms including Outlook, O365, Gmail, and mobile device clients

Technologies

• Ticketing tracking system
• Phone, email, chat
• Outlook, O365, Gmail
• Mobile device clients
• Windows, Mac

Benefits

• Comprehensive benefits package to enhance total compensation
• 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 completing the initial 90-day training period

Work Location and Schedule

• Location: Tempe (Campus: Tempe)
• Work model: Hybrid; employees spend a minimum of 60% of the workweek at their primary ASU work location (Dean or vice president-level approval required)
• Alternative schedules may include: four, 10-hour workdays; or a nine-day, 80-hour schedule over two workweeks for exempt employees only; plus staggered start and stop times
• Driving requirement: Not required
• Working environment: Standard climate-controlled office environment; regular use of a computer (desktop and/or laptop), keyboard, and mouse; effective technology and communication skills required

Compensation

• Salary: USD 20 - 22 per hour

Application Instructions

• Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub
• Application must include: cover letter and resume or CV
• Multiple documents may be uploaded, or combine materials into a single PDF; label files clearly and include your name
• Resume must include all employment information in month/year format (for example, 6/04 to 8/14) plus job title, job duties, and employer name for each position
• Incomplete applications or missing required materials may not be considered
• Do not withdraw an application after submission, since it cannot be edited, reactivated, or replaced
• Only electronic applications are accepted
• Questions or assistance: contact the Office of Human Resources Talent Acquisition before the posting close date

Additional Statements

• Annual Security and Fire Safety Report: available at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf; hard copy available by contacting ASU Police Department at 480-965-3456
• Employment verification: pre-employment screening may verify work history, academic credentials, and licenses/certifications
• Background check: includes a criminal background check plus verification of work history, academic credentials, and licenses/certifications; employment contingent upon passing
• Fingerprint check: position is safety/security sensitive and will include a fingerprint check; employment contingent upon passing
• Funding: No Federal Funding
• Experience equivalency: Graduate Assistant, Intern, and part-time positions count as half time for experience equivalency (one year equals six months)