Customer Service Specialist - IT Support Technician

$41,600 - $41,600/Yr

Arizona State University - Tempe, AZ

Part-time,Full-time - Entry Level

Hybrid - Tempe, AZ

Educational Services

About the position

The Customer Service Specialist, IT Support Technician at Arizona State University is responsible for providing endpoint support to faculty, staff, and students by utilizing hardware and software. This role emphasizes strong communication and cultural engagement, aligning with the university's commitment to diversity, equity, inclusion, and belonging. The position involves managing incoming requests, diagnosing technical issues, and ensuring exemplary service standards while contributing to a positive work environment.

Responsibilities

• Manage incoming requests via the ticketing tracking system, responding through phone, email, and chat with meticulous documentation.
• Install software and establish network connections while adhering to specified standards to ensure system integrity.
• Provide empathetic and efficient responses to all inquiries, promptly assessing and addressing needs.
• Identify and escalate complex issues for resolution, maintaining exemplary service standards.
• Diagnose hardware and software problems, executing diagnostic procedures for corrective measures.
• Offer comprehensive software application assistance to end users upon request.
• Replicate errors and perform necessary procedures to ensure seamless functionality of computers and printers.
• Develop and collaborate in the creation of technical documentation for internal use.
• Participate in training sessions to enhance skills and stay updated on industry standards.
• Fulfill assigned duties, demonstrating flexibility in a dynamic work environment.
• Champion organizational values, engage in events, and promote diversity and inclusion.

Requirements

• One to two years' experience in a customer service environment or equivalent combination of experience and/or education.
• Familiarity with CRM systems like Salesforce or ServiceNow.
• Experience with 2-factor authentication methods and protocols (e.g., DUO, MFA).
• Proficiency in remote support tools and software, networking concepts, and operating systems.
• Proven track record in diagnostic and troubleshooting support in IT environments.
• Experience in high-volume contact center customer service setting.
• Strong problem-solving skills, effective communication, and leadership qualities.
• Experience and proficiency of Windows and/or Mac functionality.
• Knowledge and proficiency of email platforms (i.e., Outlook, O365, Gmail, and mobile device clients).
• Ability to communicate effectively with both technical and non-technical customers.

Nice-to-haves

• Evidence of a degree or certification in Information Technology or related fields.
• Experience in leading, by example in communicating, participating and encouraging support of the institution's sustainability programs.
• Ability to model empathy, compassion and emotional intelligence.

Benefits

• Wellness program
• Disability insurance
• Relocation assistance
• Dental insurance
• Employee assistance program
• Vision insurance
• Life insurance
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Paid time for volunteer and professional development.
• Flexible work options may be available after successfully completing the initial 90-day training period.