Systems Support Specialist

103360BR

Campus: Tempe

Systems Support Specialist(IT)

Job Description

Research Technology Support (RTS) is seeking a Systems Support Specialist to join a team of highly qualified technicians. Join us and be a go-to resource in technical knowledge and customer service for ASU employees and public visitors. We are looking for a technician with a macOS/Windows support skillset, as well as conference room A/V technology experience. Using ServiceNow, Microsoft Endpoint Configuration Manager (MECM), JAMF Pro, as well as various other tools, your primary duties will include responding to Help Desk requests on the operation of macOS/Windows hardware, software, and AV media equipment. You will install, update, and troubleshoot various types of IT equipment, identify causes of problems, and take appropriate action for long-term efficient solutions, repairing or resolving problems remotely, over the phone, and in person.

Job Family

Information Technology

Department Name

Research Tech Support

Full-Time/Part-Time

Full-Time

VP Code

KNOWLEDGE ENTERPRISE DEV

Scope of Search

Open

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$42,300 - $58,300 per year, DOE

Close Date

19-August-2024

Category

02

Essential Duties

Our team operates out of a ticketing system (ServiceNow) to manage our incoming IT support requests. Team-members self-manage their workload by self-assigning new requests as they arrive. Technicians review the request and may consult with our knowledge base before responding to customers. Requests also come via phone, as well as from occasional walk-ins, or direct messaging tools. From there, our staff triage requests and determine ideal support pathways, such as remotely assisting customers (using software to view their screen to solve an issue), visit them in person, phoning them to discuss the matter, or finding other ways to take immediate action to solve the issue.

• Responding to customer requests in a help-desk environment.
• Assisting customers with computer and multimedia presentation technology.
• Imaging computers and remotely installing software.
• Demonstrating new and emerging technologies to customers.
• Effectively communicating with a diverse customer base via telephone, in person, and in writing,
• Coordinating with fellow team members (student technicians and employees) to provide customer support and service.
• Configure, install, and upgrade computer hardware and software. Tests newly set up equipment to ensure functionality in coordination with other associated hardware and software products.
• Identify causes of problems when hardware and software are not operating properly and takes appropriate action.
• Develop and improves user systems and procedures and prepares systems documentation.
• Establish and maintain effective communications with customers, other technology specialists, and vendors about services.
• Collaborate and team with others on a variety of technology and technology support projects.

Minimum Qualifications

Associate's degree in Information Technology or closely related field, AND two (2) years experience providing first level desktop diagnostic and trouble-shooting support, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Evidence of effective customer service and organizational skills.
• Must be able to move up to 40 pounds safely.
• Demonstrated knowledge in computer hardware, software, and AV equipment.
• Evidence in having a background in customer service.
• Evidence of effective communication skills to a diverse audience.
• Available to work 40 hours per week during normal business hours Monday-Friday.
• Experience in technology support
• Evidence of a technical certifications are a plus.
• Experience with Active Directory is a plus.
• Experience with workstation imaging and mass deployment of software is a plus.
• Experience with supporting and troubleshooting Apple hardware, macOS and iOS operating systems, and applications.
• Experience installing, configuring, and troubleshooting hardware on personal computers; iPad, iPhone, Android, and other handheld devices.
• Experience supporting technology for high-level administrators in a fast-paced environment.
• Experience with remote workstation support tools and methods is a plus.
• Experience researching, implementing, and supporting new technology solutions.
• Experience managing competing priorities.

Working Environment

• Climate-controlled office setting subject to extended periods of sitting.
• Visual acuity and manual dexterity associated with daily use of a desktop computer.
• Ability to clearly communicate to perform essential duties.
• Expected to be responsive to customers, engaged in work production, resourceful, flexible, and respectful of others.
• We operate under standard business hours (working Monday-Friday) from 8AM to 5PM.
• Team members will support both administrative teams, as well as research personnel in laboratory environments.
• This position is an in-person role (not a remote position) located at SkySong, 5 miles north of ASU campus.
• Must be able to move up to 40 pounds safely.

Department Statement

The Research Technology Support team is the technical support team within the Knowledge Enterprise at ASU. We strive to support the needs of our users by being a service-first group within the organization. We as an organization strive to be more than a simple break/fix support team. Instead, we work to build positive and rewarding relationships through thoughtful and attentive listening, developing comprehensive plans for the remediation of an issue, and following up with users to ensure our solution was the right one for their needs. Through positive customer service experiences, we strive to ensure that everyone we support comes away with the tools, knowledge, and confidence to succeed in their daily work.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

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Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume and cover letter should clearly illustrate how prior knowledge, and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.