Customer Service Specialist - IT Support Technician

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

IT Support Services

Full time

$22.40 USD Hourly

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 in order 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 (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.

• Arizon…