Customer Service Specialist- AU IT Support Technician

Enterprise Technology (ET) Experience Center

We are seeking a Customer Service Specialist, IT Support Technician, whose primary role is to support Air Force University (AU) operations. In this capacity, the specialist will provide endpoint support to AU's faculty, staff, and students, leveraging both hardware and software solutions. The position also extends support to our broader community.

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance total compensation. This package includes:

• 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

Flexible work options may be available after successfully completing the initial 90‑day training period.

• Alternative work schedules can include four, 10‑hour workdays in a week; a nine‑day, 80‑hour schedule over two weeks 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.

We are currently hiring for the following shift:
Wednesday to Saturday from 10:00 am – 9:00 pm.

$20 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.
• Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.
• Communicating effectively with both technical and non‑technical customers—written and verbal.
• 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.
• 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.
• The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.
• Participates in and contributes to scheduled and ad‑hoc training.
• Performs other related duties as assigned.
• Take responsibility for fostering culture, advancing our 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.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

High School Diploma and two years of experience appropriate to the area of assignment/field, or an equivalent combination of experience and/or training that provides comparable knowledge, skills, and abilities.

• Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNOW.
• 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…