Systems Support Specialist

Max pay: $48,600.00 USD annually.

About the role

Enterprise Technology Desktop Services is seeking a Systems Support Specialist. As part of ET, this position is responsible for providing endpoint support to faculty, staff, and student workers by utilizing hardware, software, and broad IT troubleshooting expertise. In addition, the role provides support for emerging technologies, implements solutions for department initiatives and operational priorities, and generates proactive solutions for a variety of information technology needs. Responsibilities include maintaining day-to-day operations, consulting on department projects, and ensuring fulfillment of service expectations as defined by service partnership agreements.

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.

Responsibilities

• Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed.
• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs.
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community.
• Maintains day-to-day operations of a specialized support area by providing on-site support and functions.
• Resolves, escalates, and prioritizes IT support requests from faculty, staff, and student workers via remote tools (Bomgar, Zoom), phone, email, tickets, chat, etc.
• Rapidly resolves technology-based issues in conference rooms and other collaborative spaces.
• Consults with users, additional teams, and vendors on A/V support events and provides day-of-support as required.
• Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by the team in accordance with established policy.
• Creates, updates, and maintains technical documentation and provides feedback for process improvement.
• Supports multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures.
• Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
• Demonstrates strong MacOS and iOS expertise, including JAMF MDM experience with configuration profiles, software deployments, printer deployments, etc.
• Demonstrates Windows endpoint management expertise including Active Directory, SCCM, Group Policies, and InTune Management.
• Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted.
• Develops and applies standard computer images with authorized software to computers to ensure a standard user experience.
• Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM, and internal/external storage drives.
• Refers warranty hardware problems to the vendor for resolution via phone, online, or in person.
• Maintains inventory of all laptops, desktop, and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
• Provides consultation on both hardware and software purchases.
• Leverages AI in routine tasks and contributes ideas for using AI to improve the unit’s efficiency and overall performance.
• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborates across teams and actively participates in ET/ASU events and programs.

Requirements

• Associate's degree and one (1) year of 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.
• Must possess a valid U.S. driver's license of appropriate class and required endorsements throughout employment.

Qualifications

• Demonstrated ability to self-manage and adapt to current priorities while meeting the expectations of service partnership agreements.
• Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues.
• Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions.
• Demonstrated understanding of effective troubleshooting processes and ability to implement creative solutions remotely and in person.
• Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment.
• Experience providing IT support via chat, phone, ticket, and in-person support channels.
• Experience routing support requests and monitoring team ticket metrics to ensure service partnership agreement obligations are met.
• Ability to identify support improvement opportunities and implement technology-based solutions that improve user effectiveness and prevent future issues.
• Knowledge of SCCM, JAMF, ServiceNow, and other relevant enterprise support technologies.
• Experience supporting end users and A/V equipment for audio and video conferencing.
• Experience supporting standardized lab and technology spaces.
• Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies.
• Experience supporting Windows 10/11 and Mac operating systems.
• Experience supporting a variety of email clients (e.g., Outlook, O365, Gmail, and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, OneDrive, and Google Drive.
• Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet, and wireless.
• Ability to communicate effectively with both technical and nontechnical customers—written and verbal.
• 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.

Working Environment

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• Regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• 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.
• Office locations may be at Downtown Phoenix, Mayo, Tempe, Polytechnic, or West Valley.

Pay

$48,600.00 per year.

Benefits

• Mission oriented: Everything we do advances 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.