Service Desk Technician 1

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Salary Range:

$18.00 - $23.00 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, On-Site will work onsite and remotely to 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 hardware, software and systems 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 1st level support for all Information Technology products and services via email, chat, zoom, phone or in person.

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

• Determine the most effective manner to resolve client technical issues.

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

• Follow up on outstanding requests and ensure timely resolution.

• Identify and organize tickets according to priority.

• Escalate unresolved tickets to the next level support team.

• Records required customer and problem information in the Incident tracking system.

• Maintain tickets appropriate journal entries, and closes tickets with resolution entered upon completion of job.

• Maintain user accounts for the onboarding process.

• Works on Service Desk related projects as assigned by the supervisor.

• Maintain hardware inventory at each site.

• Provides onsite support at campuses, focusing on immersion assistance and maintaining site systems.

• Additional duties may be assigned as necessary.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent communication and organizational skills to work effectively with staff, teachers, students, parents, community, and vendors.

• Background and/or experience with current and emerging informational, educational and media technologies.

• Demonstrated knowledge of computer operations.

• Demonstrated knowledge of Microsoft Office Suite, PC and Mac based platforms.

• Demonstrated knowledge of imaging and management solutions such as SCCM, MDT, JAMF Pro, and G-suite Management Console.

• Familiarity with networking concepts and ability to communicate them to another team for troubleshooting and resolution.

• Ability to work with little to no supervision.

• Ability to take initiative.

• Demonstrated knowledge of audio/visual technology.

• Ability to troubleshoot hardware-related issues and implement solutions.

• Demonstrated knowledge in information technology security.

• Demonstrated ability to work with confidential information.

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

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 50 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: 

Immersion

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.