Hybrid IT Helpdesk Specialist: Customer Support

Arizona State University; Tempe (AZ); On-site; USD 42,000 - 47,000; Full time

Benefits offered by this job

Benefits package

Professional development

Hybrid work options after training

Job summary

Arizona State University is seeking an IT Helpdesk Coordinator 2 to provide frontline technical support to faculty, staff, and students from its Tempe campus. You will handle inquiries via phone, email, and chat, document all actions, and escalate issues as needed to Tier 2.

The role emphasizes empathy, effective communication, and collaboration while contributing to internal knowledge bases and technical documentation. A strong customer-service orientation is essential.

Qualifications

• High School Diploma and two years of related experience or equivalent combination of experience/training.
• Experience with customer service and IT support is preferred.
• Familiarity with CRM tools and ticketing systems is desirable.

Responsibilities

• Answer inquiries via phone, email, and chat with empathy and efficiency.
• Document and track support activities using ticketing systems.
• Escalate complex issues to Tier 2 and specialized teams when needed.
• Collaborate to create internal technical documentation and share knowledge.

Skills

Customer service

Ticketing systems

Empathy and communication

Team collaboration

Education

High School Diploma

Tools

Salesforce

ServiceNOW

Web browsers troubleshooting

Job description

Arizona State University is seeking an IT Helpdesk Coordinator 2 to provide frontline technical support to faculty, staff, and students from its Tempe campus. You will handle inquiries via phone, email, and chat, document all actions, and escalate issues as needed to Tier 2.

The role emphasizes empathy, effective communication, and collaboration while contributing to internal knowledge bases and technical documentation. A strong customer-service orientation is essential.