IT Helpdesk Specialist & User Support

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

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.