Customer Service Specialist - IT Support Technician

Job Profile

IT Helpdesk Coordinator 2 Non‑Exempt (Full Time)

IT Support Services

Full time

$22.40 USD Hourly

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

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.

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

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

• 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 (i.e., 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.

• 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.

• 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.

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values‑driven organization. Our commitment s are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the…