Job Profile
IT Support Specialist 1
Job Family
IT Support Services
Time Type
Full time
Max Pay – Depends On Experience
$54,000.00 USD Annual
Apply before 11:59 PM Arizona time the day before the posted End Date.
Minimum Qualifications
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.
Job Profile Summary
Provides routine IT services to end users in order to support the mission of the institution through technology. Uses enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprises, and updates documented processes.
Job Description
Position Salary Range: $48,600 - $54,000 per year; DOE
Research Technology Support (RTS) is seeking a Systems Support Specialist to join a team of highly qualified technicians. Join us and be a go-to resource in technical knowledge and customer service for ASU employees and public visitors. We are looking for a technician with a MacOS/Windows support skillset, as well as conference room A/V technology experience. Using Microsoft Service Manager as well as other tools, your primary duties will include responding to Help Desk requests on the operation of macOS/Windows hardware, software, and media equipment. You will install, update, and troubleshoot various types of IT equipment, identify causes of problems, and take appropriate action for long-term efficient solutions, repairing or resolving problems remotely, over the phone, and in person.
Essential Duties
Our team operates out of a ticketing system to manage our incoming IT support requests. Team members self-manage their workload by self-assigning new requests as they arrive. They review the request and may consult with our knowledge base before responding to the customer. Requests also come via Phone as well as from occasional walk-ins. From there, we may remotely assist the customer (using software to view their screen to solve an issue), visit them in person, phone them to discuss the matter, or take immediate action to solve the issue.
- Responding to customer requests in a help-desk environment.
- Assisting customers with computer and multimedia presentation technology.
- Imaging computers and remotely installing software.
- Demonstrating new and emerging technologies to customers.
- Effectively communicating with a diverse customer base via telephone, in person, and in writing,
- Driving ASU vehicles (golf cart) on campus for delivering and installing new computers, as well as providing technical assistance.
- Coordinating with fellow team members (student technicians and employees) to provide customer support and service.
- Configures, installs, and upgrades computer hardware and software. Test newly set up equipment to ensure that it works in coordination with other associated hardware and software products.
- Identifies causes of problems when hardware and software are not operating properly and takes appropriate action.
- Develops and improves user systems and procedures and prepares systems documentation.
- Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
- Collaborates and teams with others on a variety of technology and technology support projects.
- NOTE: This is an in-person role.
Desired Qualifications
- A valid US driver's license is required
- Customer service and organizational skills required.
- Must be able to move up to 40 pounds safely.
- Must be knowledgeable in computer hardware, software, and AV equipment.
- Must have a strong background in customer service.
- Must be able to communicate in a clear and concise manner (verbally and in writing).
- Available to work 40 hours per week during normal business hours, Monday-Friday.
- Experience in customer service and technology support is desired.
- Technical certifications are a plus.
- Experience with Active Directory is a plus.
- Experience with workstation imaging and mass deployment of software is a plus.
- Experience with Mac support environments, hardware, O/S, and applications.
- Experience installing, configuring, and troubleshooting hardware on personal computers; iPad, iPhone, Android, and other handheld devices.
- Experience supporting technology for high-level administrators in a fast-paced environment.
- Experience with remote workstation support tools and methods is a plus.
- Experience researching, implementing, and supporting new technology solutions.
- Effective written and verbal communication to a diverse audience.
- Experience managing competing priorities.
Working Environment
- Climate-controlled office setting subject to extended periods of being in a stationary position.
- Visual acuity and manual dexterity associated with daily use of a desktop computer.
- Ability to clearly communicate verbally in English, read, write, see, and hear to perform essential duties.
- Expected to be responsive to customers, engaged in work production, resourceful, flexible, and respectful of others.
- We operate under standard business hours (working Monday-Friday) from 8 AM to 5 PM.
- Team members will support both administrative teams as well as research personnel in laboratory environments.
- This position is an in-person role (not a remote position) located at Arizona State University.
- Must be able to move up to 40 pounds safely.
Department Statement
The Research Technology Support team acts as the technical support team within the Knowledge Enterprise at ASU. We strive to support the needs of our users by being a service-first group within the organization. We, as an organization, strive to be more than a simple break/fix support team. Instead, we work to build positive and rewarding relationships through thoughtful and attentive listening, developing comprehensive plans for the remediation of an issue, and following up with users to ensure our solution was the right one for their needs. Through positive customer service experiences, we strive to ensure that everyone we support comes away with the tools, knowledge, and confidence to succeed in their daily work.
Driving Requirement
This position may require driving. Employee must possess a valid US Driver’s license of the appropriate class and required endorsements throughout employment.
Location:
Off-Campus: Mesa/Tempe
Funding
No Federal Funding
Instructions To Apply
Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:
https://www.myworkday.com/asu/d/inst/1$9925/9925$13295.htmld
To be considered, your application
must include
all of the following attachments:
Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.
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ASU Statement
Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.
Notice of Availability of the ASU Annual Security and Fire Safety Report:
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.
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Employment Verification Statement
ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.
Background Check Statement
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.
Fingerprint Check Statement
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.
