Systems Support Specialist (IT)

Downtown Deskside Support is looking for a compassionate IT professional to join our CARE teams helping faculty and staff navigate ASU’s challenging technology environment. Deskside support requires significant “people” skills – ease with communication, patience, and teamwork – as well as broad experience with technology from common day-to-day tools to underlying systems, and a drive to continuous learning.

Essential Duties

• Providing first level, concierge quality customer service and deskside support under the direction of the University Technology Office;
• Collaborating with a technical support team and the larger support network;
• Providing support, consultation and training to university faculty and staff;
• Configuring, installing and maintaining desktops, laptops, and mobile devices in ASU’s distributed networked environment;
• Supporting high-profile conferences using AV equipment;
• Evaluating, troubleshooting, and providing solutions towards efficiency and error reduction;
• Evaluating and analyzing technology products;
• Providing support for new and ongoing projects;
• Acquiring and maintaining a good understanding of troubleshooting methods and techniques, supported hardware and software, and ASU’s systems;
• Tracking support progress using ASU’s problem management tools
• Creating, updating and maintaining technical documentation.

Days and Schedule:
Monday-Friday 8:00AM-5:00PM; may include evenings and weekends based on customer or project needs.

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

Experience in:

• Providing technical customer service to a diverse customer base, preferably in an educational setting;
• Troubleshooting IT procedures including PC hardware, hardware drivers, software, and operating systems.
• Setting up, maintaining and troubleshooting desktops, laptops and mobile devices;
• Supporting Windows 7 and above and supporting Mac OS 10.6 and above;
• Supporting a variety of email clients (i.e., Outlook, Gmail and mobile device clients);
• Supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless;
• Supporting A/V equipment for audio and video conferencing and general presentations;
• Working on an effective team of IT techs;
• Communicating effectively with both technical and nontechnical customers – written and verbal;
• Training technology (teaching);
• Mentoring technologists towards better customer service and technical skills;
• Working at ASU.

Working Environment

• Use PC and use hands/fingers for repetitive motion (keyboarding, typing)
• Sit or stand for extended periods of time
• Walk moderate distances to perform work
• Communicate both orally and in writing to perform essential duties
• Read/interpret written and oral instructions/directions
• Lift items weighing up to 30 pounds

Department Statement

The mission of the University Technology Office is to provide technology leadership for the New American University. The UTO helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.

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 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.

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.

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.