Customer Service Specialist - IT Support Technician

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

High School Diploma and two-years (2) 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.

Job Profile Summary:
Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

Job Description:

Salary Range: $20.00- $22.40 per hour.  Pay rate is based on availability, experience, and shift needs

Essential Duties:

• 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 (i.e., 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.

Desired Qualifications:

• 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.

Working Environment:

• 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 are subject to resolution of conflicts.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and wor