Arizona State University

Customer Service Specialist – IT Support Technician

Arizona State University

full-time

Posted on:

Location Type: Hybrid

Location: Tempe • Arizona • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $20 - $22 per hour

About the role

  • 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

  • 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
  • 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
Applicant Tracking System Keywords

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

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