Customer Service Specialist- AU IT Support Technician

About the role

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist, IT Support Technician, whose primary role is to support Air Force University (AU) operations. In this capacity, the specialist will be dedicated to providing endpoint support to AU'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.

Responsibilities

• 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; re-sets 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.

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.
• Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNOW.
• Familiarity with DUO 2 factor authentication.
• Experience providing IT diagnostic and trouble-shooting support.
• Experience in a high volume contact center customer service setting.
• Degree work or certification work in Information Technology or closely related fields.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Benefits

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:

• 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.

Pay

$20 per hour

Schedule

Wednesday to Saturday from 10:00 am - 9:00 pm

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 voices with a shared lens of positive community impact and expanded opportunities for collaboration.