Customer Service Specialist - IT Support Technician

Arizona State University; Tempe (AZ); On-site; USD 57,308,160 - 64,295,347; Full time

Job summary

Arizona State University in Tempe is seeking an IT Helpdesk Coordinator 2 Non-Exempt to assist customers with technical troubleshooting and documentation, supporting the university's technology goals. You will monitor a ticketing system, respond to inquiries by phone, email, and chat, and escalate issues as needed.

The role requires a high school diploma with two years of related experience, understanding of Windows and/or Mac, and experience in a high-volume call center.

Qualifications

• High School Diploma with 2 years IT support experience or equivalent.
• Ability to troubleshoot and document technical issues.
• Experience in high-volume call center customer service.

Responsibilities

• Receives, monitors, responds to, and updates ticketing tracking system to document and track support services.
• Respond promptly to contact inquiries with empathy and efficiency.
• Escalate complex issues to appropriate channels to ensure timely resolution.
• Communicate effectively with technical and nontechnical customers, written and verbal.
• Install software and connect to networks according to standards.
• Troubleshoot hardware and software problems using diagnostic procedures.
• Provide software assistance to end users as requested.
• Replicate errors; reset computers and printers.
• Create, update, and maintain technical documentation for group and external use.
• Participate in scheduled and ad-hoc training.
• Perform other duties as assigned.

Skills

IT support

Troubleshooting

Call center

Windows/macOS

Email platforms

Education

High school diploma

Tools

Ticketing system

Job description

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Max Pay - Depends on experience:

$22.40 USD Hourly

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

High School Diploma and two years 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 Description Summary:

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

Salary Range:

$20.00-$22.40 per hour. Pay rate is based on availability, experience, and shift needs.

Essential Duties:

• 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.
• 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 (Outlook, O365, Gmail, and mobile device clients).
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit's efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

• Degree work or certification work in Information Technology or closely related fields.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution's sustainability programs.

Working Environment:

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability to quickly change priorities, which may include and/or be subject to resolution of conflicts.

Benefits:

• Arizona State University offers a comprehensive benefits package that enhances your total compensation.
• 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:

• Alternative work schedules can include four 10‑hour workdays in a work week; a nine‑day, 80‑hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Location:

Campus: Tempe

EEO Statement:

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.