Customer Service Specialist – IT Support Technician

Arizona State University

Customer Service Specialist providing IT support to faculty, staff, and students at Arizona State University. Responsibilities include troubleshooting, software installation, and technical documentation.

Posted 4/16/2026full-timeTempe • Arizona • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $22 per hourWebsite

About the role

Key responsibilities & impact

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology
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
Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency
Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support
Communicating effectively with both technical and nontechnical customers - written and verbal
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
Participates in and contributes to scheduled and ad-hoc training
Performs other related duties as assigned

Requirements

What you’ll need

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
Experience providing IT diagnostic and trouble-shooting support
Experience in a high volume call center customer service setting
Demonstrated understanding of how to problem solve
Understanding of Windows and/or Mac functionality
Understanding a variety of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients)

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingdiagnostic proceduressoftware installationhardware troubleshootingtechnical documentationticketing tracking systemsoftware application assistancenetwork connectionproblem solvingcustomer service

Soft Skills

empathyefficiencyeffective communicationwritten communicationverbal communication

Certifications

High School Diploma