Job Description:

Salary Range:

$18.00 - $24.00 USD hourly.

As part of Arizona State University’s charter to provide access and excellence, ASU Preparatory Academy (ASU Prep) shares this commitment by demonstrating all students can achieve at the highest levels, regardless of their background. To scale our current impact, ASU Prep is advancing a major expansion program taking fundamental responsibility for the communities we serve.

The Service Desk Technician I, Hybrid will provide first line technical assistance to internal and external customers. The Service Desk Technician will assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems will be elevated to second line support groups for resolution as needed. The Service Desk Technician is responsible to ensure that effective resolutions are provided to customers.

QUALIFICATIONS:

• Associates Degree in Computer Science or related field, Bachelors preferred, but not required.

• Experience with technology, including system support.

• Demonstrated knowledge in information technology security. Knowledge in FERPA and CIPA is preferred, but not required.

• Knowledge of ITSM and ITIL, preferred, but not required.

• Experience with Service Desks or ticketing systems.

• Experience troubleshooting and supporting customers. Remote support experience is preferred but not required.

• Valid Arizona Department of Public Safety (DPS) Fingerprint Clearance Card, required.

• Any equivalent combination of experience, training and/or education from which comparable knowledge, skills and abilities may be considered. 

DUTIES AND RESPONSIBILITIES:

• Provide enterprise wide support to all staff, students and families of all Information Technology products and services via email, chat, zoom or phone

• Maintain basic understanding of enterprise wide systems to accurately provide support. Systems including but not limited to LMS, SIS, EdTech Tools, Student SSO, Microsoft Suite, Google Workspace

• Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy

• Lead or participate in live support sessions including but not limited to new student orientation and teacher PD sessions

• Adhere to team KPI’s and SLA’s including but not limited to response time, resolution time, customer satisfaction, etc

• Engage in research and in-depth troubleshooting to resolve technical issues

• Have strong understanding of all teams and departments within the help desk and accurately triage and escalate if needed

• Maintain accurate ticket properties, appropriate journal entries, and close tickets with resolution documented

• Quickly communicate with analysts and supervisors any noticeable trends or widespread issues identified through chat and ticket support

• Participate in Quality Assurance checks among peers to ensure ticket best practices are being followed 

• Works on Service Desk related projects as assigned by supervisor 

• Hybrid position, in-office and/or campus once per week (4 times per month)

• Additional duties may be assigned as necessary.

KNOWLEDGE, SKILLS AND ABILITIES 

• Strong, interpersonal and customer service skills

• Ability to communicate problems to supervisor as they become known

• Ability to articulate, represent professional demeanor and ability to take initiative.

• Knowledge of Service Management

• Ability to maintain confidentiality of sensitive information and communicate appropriately.

• Excellent communication skills, both verbal and written.

• Ability to work with little to no supervision.

• Ability to communicate technical information, both verbal and written, to a wide range of end-users

• Must be able to learn and support new and fast changing technologies

• Must be self-motivated who gains satisfaction from providing excellent customer service

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand and talk or hear and sometimes walk and sit. The employee must use hands, arms and fingers to input data, handle, feel or reach. While performing the duties of this job, the employee may occasionally push or lift up to 20 lbs. such as boxes, supplies, etc. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, and the ability to adjust focus, close vision, distance vision, color vision, peripheral vision and depth perception.

LOCATION:  

UCENT

TRAVEL: 

Occasional travel may be required for site visits, meetings, trainings and/or conferences. Locations may vary and may require overnight stays.

This job description is subject to change at any time.

What about learning drives us to do more than deliver the lesson? Maybe we’re overachievers. Or maybe we just know what real impact looks like. Each one of us has seen passion win over fear, vision become relentless focus and belief in human potential make it all the way to the finish line.
Our mission is to design new models for educational success and raise academic achievement for all learners Are you ready to find a career with a company whose mission, vision, and values align with yours? . Can you see yourself fitting into this mission with us? 

https://asuprep.asu.edu/careers/