Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology
Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes
Responsible for providing endpoint support to faculty, staff, and student workers by utilizing hardware, software, and broad IT troubleshooting expertise
Provides support for emerging technologies, implements solutions for department initiatives and operational priorities, and generates proactive solutions for a variety of information technology needs
Maintains day-to-day operations, consulting on department projects, and ensuring fulfillment of service expectations as defined by service partnership agreements
Fosters a sense of belonging and cultivates a culture that is relational, visionary, and empowering
Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field
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
Demonstrated ability to self-manage and adapt to current priorities while meeting the expectations of our 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 SPA obligations are met
Ability to identify support improvement opportunities and to implement technology-based solutions that improve user effectiveness and prevent future issues
Strong knowledge of SCCM, JAMF, InTune, ServiceNow and other relevant enterprise support technologies
Experience supporting end users and A/V equipment for audio and video conferencing
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 (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, One-drive, 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
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

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

troubleshootingendpoint supporttechnical customer servicesupporting Windows 10supporting Mac operating systemssupporting A/V equipmentsupporting email clientsActive DirectoryGroup PoliciesTCP/IP

Soft skills

self-managementadaptabilitycollaborationeffective communicationempathycompassionemotional intelligencecultivating belongingfostering positive cultureengagement

Certifications

Bachelor's degreevalid U.S. driver's license