ASU is the largest state university and has for the last 3 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 Managed Endpoint Solutions 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.
Receives, responds to and monitors status of work-order requests for technical assistance;
Updates ticket system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy
Configures both local and multi-platform personal computer systems and mobile devices
Installing software and establishing connection to network(s) in accordance with specified standards
Develops and applies standard computer images with authorized software to computers to ensure consistent configurations
Installs and/or replaces hardware and associated devices including, but not limited to: network cards, hard-drives and removable disk drives
Refers warranty hardware problems to vendor for resolution via phone or in person
Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
Actively participates in deployment and relocation of computers and associated peripheral equipment
Provides application assistance to end user as requested; replicates errors, re-sets computers and printers
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
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 how to problem solve.
Experience with SCCM, JAMF, and Service Now.
Demonstrated knowledge of computer based troubleshooting utility functions; hardware/software compatibility requirements.
Experience in identifying opportunities for use of technology solutions to improve efficiency and reduce errors.
Experience in customer service and the ability to carry out project tasks.
Experience with helping customers connect to video conference meetings.
Experience supporting standardized lab spaces.
Experience in providing technical customer service to a diverse customer base, preferably in an educational setting;
Experience in IT troubleshooting procedures including PC hardware, hardware drivers, software, and operating systems;
Experience in setting up, maintaining and troubleshooting desktops, laptops and mobile devices;
Experience in supporting Windows 7 and above and supporting Mac OS 10.6 and above;
Experience in supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail;
Experience in supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless;
Experience in supporting A/V equipment for audio and video conferencing and general presentations;
Experience working on an effective team of IT techs;
Evidence in effective communication with both technical and nontechnical customers - written and verbal;
Experience in training technology (teaching);
Experience in mentoring technologists towards better customer service and technical skills;
Experience in working at ASU
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. Occupy office locations in remote locations when need arises. Office locations can be at Downtown, Mayo, Tempe, Polytechnic, West and Tucson.
The University Technology Office 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.
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.