|SYSTEMS SUPPORT SPECIALIST (IT)|
Company: Arizona State University
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 05/11/2022
Expire Date: 07/11/2022
Job Categories: Other
SYSTEMS SUPPORT SPECIALIST (IT)|
Systems Support Specialist (IT)
Arizona State University
Desktop Services UTOW
ASU is the largest state university and has for the last 7 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, the primary duty of this position is to provide endpoint support to faculty and staff by utilizing hardware, software and troubleshooting expertise.
As with everyone in the UTO family, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our UTO Positive Core.
ASU offers a total compensation package that includes valuable employee benefits. Click here to explore options.
$42,300 per year
Receives, responds to and monitors the status of CRM requests for technical assistance;
Provides excellent customer service in a higher education environment to university faculty and staff
Updates CRM system to reflect activities performed and status of requests to ensure timely completion of work orders in accordance with established policy
Installs and/or replaces hardware and associated devices including, but not limited to: network cards, hard-drives and removable disk drives
Works with University partners to remediate technology issues
Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
Connects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivity
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
Traces and troubleshoots network connectivity problems; notifies appropriate responsible unit(s) based on findings
Provides consultation on both hardware and software purchases
Cross-trains other areas on help desk related support issues
Creates, updates, and maintains technical documentation for use within the group as well as outside entities
Supports multiple areas and locations with varying technology needs
Performs other duties as assigned or directed.
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. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our UTO Affirmative Pledge.
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 computer-based troubleshooting utility functions; hardware, drivers, software, and operating systems
Experience with Microsoft Configuration Manager, JAMF, Active Directory, and Service Now
Ability to identify opportunities for use of technology solutions to improve efficiency and reduce errors
Experience in customer service:
Helping customers connect to video conference meetings
Providing technical customer service to a diverse customer base, preferably in an educational setting
Setting up, maintaining and troubleshooting desktops, laptops and mobile devices
Ability to carry out project tasks
Experience supporting standardized lab spaces
Demonstrated understanding of how-to problem solve
Experience supporting Windows 7 and above and supporting Mac OS 10.6 and above
Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail
Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
Experience supporting A/V equipment for audio and video conferencing and event support
Skill in communicating effectively with both technical and nontechnical customers - written and verbal
Experience mentoring technologists towards better customer service and technical skills
Ability to model empathy, compassion and emotional intelligence
Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
Ability to help foster a safe psychological space for all teammates where everyone can thrive
Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Ability to lead by example in communicating, participating and encouraging support of the institutionís 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. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation
UTO is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.
Why join us?
Mission oriented. Everything we do is to advance ASUís charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.
Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.
Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The UTO fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.
Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with UTO means you have the capacity to improve many lives and entire communities.
World-class, low cost education. Our professional development is built in! UTO encourages staff to seek additional certificates and degrees via ASUís top ranked programs with major tuition breaks.
Exposure to industry giants. UTO partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.
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.
Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASUís Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.
Relocation Assistance Ė For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.
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 and cover letter should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
Applicant must be eligible to work in the United States.
If you are an ASU internal applicant, please click on the ASU Employees link located on the Careers at ASU webpage to apply.
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# 79056BR
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.