IT Helpdesk Coordinator: Customer Support & Solutions

asu; Tempe (AZ); On-site; USD 57,308,000 - 64,185,000; Full time

Job summary

ASU is seeking an IT Helpdesk Coordinator 2 Non-Exempt in Tempe, AZ. The role provides technical support to customers, documents activities, and uses ticketing systems to ensure timely resolutions.

The position emphasizes customer empathy, collaboration, and ongoing learning in a fast-paced environment. You'll help escalate complex issues, contribute to technical documentation, and leverage AI to improve efficiency.

Qualifications

• Respond to inquiries via phone, email and chat with empathy and efficiency.
• Document and track support activities using ticketing systems per policy.
• Escalate complex issues to Tier 2 support with proper context.
• Develop technical documentation for internal use.
• Contribute to AI-based process improvements.

Responsibilities

• Receives, monitors, and responds to inquiries via phone, email, and chat.
• Documents and tracks support activities using ticketing systems.
• Escalates unresolved issues to Tier 2 with proper context.
• Understands user requests and follows through to resolve issues.
• Creates and updates internal technical documentation.
• Identifies trends and informs leadership and teams.

Skills

Customer support

Ticketing systems

Documentation

Empathy

Communication

Tools

Salesforce

ServiceNOW

Job description

ASU is seeking an IT Helpdesk Coordinator 2 Non-Exempt in Tempe, AZ. The role provides technical support to customers, documents activities, and uses ticketing systems to ensure timely resolutions.

The position emphasizes customer empathy, collaboration, and ongoing learning in a fast-paced environment. You'll help escalate complex issues, contribute to technical documentation, and leverage AI to improve efficiency.