|SYSTEMS SUPPORT SPECIALIST (IT)|
Company: Arizona State University
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 07/21/2021
Expire Date: 09/21/2021
Job Categories: Other
SYSTEMS SUPPORT SPECIALIST (IT)|
Systems Support Specialist(IT)
Arizona State University
Desktop Services UTOD
Campus: Downtown Phoenix
ASU is the largest state university and has for 6 years in a row been recognized by US News and World Report as the most innovative university. The University Technology Office, (UTO) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.
UTO Desktop Services is seeking a Systems Support Specialist. As part of the UTO, this position provides endpoint support to students, faculty and staff by utilizing hardware, software and troubleshooting expertise. In addition, the role provides end user consultations and helps generate proactive solutions for a variety of information technology needs. This position has a strong emphasis on remote support and customer service. As with everyone in the UTO family, culture and communications are core responsibilities in this role.
$42,300 per year
Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in UTO/ASU events and programs
Resolves, escalates, and monitors the status of IT support requests from students, staff, and faculty via chat, phone, email, tickets, etc.
Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders in accordance with established policy
Routinely collaborates and cross-trains with our help desk and email support teams in a dynamic service environment
Creates, updates, and maintains technical documentation and provides feedback for process improvement
Supports multi-platform computer systems, peripherals, and mobile devices in accordance with department policy
Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
Deploys software remotely via JAMF and SCCM in accordance with UTO standards and licensing
Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
Refers warranty hardware problems to vendor for resolution via phone, online, or in person
Actively participates in deployment and relocation of computers and associated peripheral equipment as required
Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
Provides consultation on both hardware and software purchases
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.
Demonstrated knowledge of effective troubleshooting process and ability to implement creative solutions remotely and in person
Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
Experience providing IT support via chat, phone, ticket, and in person support channels
Experience routing support requests to appropriate groups and collaborating with other teams to identify/implement solutions
Experience in identifying support improvement opportunities and to implement technology based solutions that improve user effectiveness and prevent future issues
Experience in planning, implementing small scale projects by expected deadlines
Demonstrated functional knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies
Experience supporting end users and A/V equipment for audio and video conferencing
Experience supporting standardized lab and technology spaces
Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
Experience supporting Windows 10 and Mac operating systems
Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as dropbox, one-drive, google drive.
Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
Experience in working independently with limited oversight as well as part of team
Evidence of effective communication skills with both technical and nontechnical customers
Experience training end users on technology use and best practices
Experience mentoring fellow technologists towards better customer service and technical skills
Experience in modeling empathy, compassion and emotional intelligence
Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
Experience in helping foster a safe psychological space for all teammates where everyone can thrive
Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Experience in leading by example in communicating, participating and encouraging support of the institutions sustainability programs
Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks.
The University Technology Office (UTO) 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 commitments 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. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.
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 90,000 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 www.asu.edu/tobaccofree
AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, color, sex, religion, national origin, disability, protected veteran status, or any other basis protected by law.
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.
Fingerprint Check Statement
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint 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 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.
To apply please go to www.asu.edu/asujobs/ see Req Id#69453BR or go directly to: https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25620&siteid=5494&PageType=JobDetails&jobid=4304645
Company Name: Arizona State University
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 80,000 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.