Customer Service Specialist - Army IT Support Technician

IT Helpdesk Coordinator 2 Non-Exempt

IT Helpdesk Coordinator 2 Non-Exempt

IT Support Services

Full time

$20.00 USD Hourly

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

High School Diploma and two years (2) 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 in order to support the mission of the institution through technology.

• 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

• Alternative work schedules can include four, 10‑hour workdays in a workweek; 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.

Monday‑Friday 2:00 pm to 11:00 pm.

This is a grant‑funded position.

$20.00 per hour.

• Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team.
• Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.
• Communicate effectively with both technical and nontechnical customers – written and verbal.
• Receive, monitor, respond to, and update the ticketing tracking system and other technologies to document and track support services work in accordance with established policy through phone, email, and chat.
• Install software and establish a connection to network(s) in accordance with specified standards.
• Troubleshoot hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
• Provide software application assistance to end users as requested.
• Replicate errors; reset computers and printers.
• Create, update, and maintain technical documentation for use within the group as well as outside entities.
• Analyze problems quickly, identify root causes, and provide appropriate solutions.
• Participate in and contribute to scheduled and ad‑hoc training.
• Perform other related duties as assigned.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• 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.

• Familiarity with customer relationship management (CRM), such as Salesforce or Service Now.
• Familiarity with DUO 2-factor authentication.
• Degree work or certification work in Information Technology or closely related fields.
• Experience providing IT diagnostic and troubleshooting support.
• Experience in a high‑volume contact center customer service setting.
• Demonstrated understanding of how-to problem‑solve.
• Proficiency in using remote support tools and software, such as remote desktop applications or virtual collaboration platforms.
• Basic understanding of networking concepts and protocols.
• Understanding of Windows and/or Mac functionality.
• Experience with a variety of email platforms (Outlook, O365, Gmail, and mobile device clients).
• Adaptability to changing priorities, procedures, and technologies in a dynamic and fast‑paced…