**Customer Service IT Support Technician**

74707BR

Campus: Tempe

Customer Svc Spec

Job Description

Entry level help center position providing technical support to the ASU community via a ticket system, phone and/or chat. This position is responsible for troubleshooting hardware, software and multimedia. Strong communication and customer service skills are required to provide a best in class customer care experience. As with everyone in the UTO family, culture and communications are core responsibilities in this role.

**We are hiring for Shift: Tuesday - Saturday 9:00am - 6:00pm**

**This is a grant funded position. Continuation is contingent on future grant funding.**

Job Family

Clerical & Admin Support

Department Name

Specialists

Full-Time/Part-Time

Full-Time

VP Code

UNIV TECHNOLOGY OFFICE

Scope of Search

Open

Grant Funded Position

This is a grant funded position. Continuation is contingent on future grant funding.

Salary Range

$16.00 per hour

Close Date

07-January-2022 is the initial close date. Applications will continue to be accepted and reviewed every week until filled.

Category

01

Essential Duties

* Resolves basic technology issues and inquiries through phone, ticket system, and support.

* Troubleshoots hardware, software, and multimedia.

* Utilizes support documentation such as knowledge bases to resolve client issues.

* Uses enterprise CRM/ticketing tracking system, ERP and other technologies to document and track support services work.

* Identifies trends and notify appropriate technology areas.

* Participates in and contributes to scheduled and ad-hoc training.

* Works within guidelines of established methods; obtain, clarifies and provides information within established parameters.

* Understands and responds appropriately to user requests, and has the ability to foster and instill trust through consistent follow-through and ownership of issues.

* Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in UTO/ASU events and programs.

**We are hiring for Shift: Tuesday - Saturday 9:00am - 6:00pm**

**This is a grant funded position. Continuation is contingent on future grant funding.**

Minimum Qualifications

One-two years experience in a customer service environment and experience in a frontline customer service environment OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

* Experience in a high volume call center handling cases that require troubleshooting technical issues (2 years).

* Experience using Microsoft Office applications (2 years).

* Experience in a high volume customer service setting (1 year).

* Experience using the internet to help provide a high quality customer care experience (1 year).

* Experience in Canvas or other Learning Management System.

* Experience configuring and/or supporting email clients including Outlook/Exchange or Gmail, on Mac, Windows and mobile devices.

* Experience in helping foster a safe psychological space for all teammates where everyone can thrive.

* Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment.

* Experience in leading by example in communicating, participating and encouraging support of the institution's sustainability programs.

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending and reaching.

**COVID-19 Vaccination Requirements**: Arizona State University is a federal contractor and subject to federal regulations which may require you to produce a record of a COVID-19 vaccination. For questions about medical or religious accommodations, please

Department Statement

The University Technology Office (UTO) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.

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 intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

**COVID-19 Vaccination Requirements**: Arizona State University is a federal contractor and subject to federal regulations which may require you to produce a record of a COVID-19 vaccination. For questions about medical or religious accommodations, please

ASU is a tobacco-free university. For details visit

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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. ASUs Annual Security and Fire Safety Report is available online at You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit .

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.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

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.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

** Customer Service IT Support Technician | Arizona State University**