Systems Support Specialist

Job Profile:

IT Support Specialist 1

Job Family:

IT Support Services

Time Type:

Full time

Max Pay – Depends on experience:

$60,800.00 USD Annual

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

Minimum Qualifications:

Associate's degree and one (1) year of 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:
Provides routine IT services to end users in order to support the mission of the institution through technology. Uses enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprises, and updates documented processes.

Job Description:

Salary Range: $48,600 - $60,800 per year; DOE

Arizona State University’s Mary Lou Fulton College for Teaching and Learning Innovation is seeking a Systems Support Specialist to deliver high-quality technology support to our faculty, staff, and student workers.

The Systems Support Specialist role supports day-to-day IT operations, provides frontline technical assistance, and ensures the reliable operation of hardware, software, and peripheral devices across multiple campuses.  The successful candidate will offer both in-person and remote support, contribute to a variety of technical and operational projects, and collaborate with Enterprise Technology and other ASU departments to ensure efficient service delivery.  

Mary Lou Fulton College operates on the West Valley and Tempe campuses.  This is an in-office position based on the Tempe campus, with travel being required between campuses as needed.

Essential Duties:

• Respond to and resolve technical support requests using ticketing systems (e.g., ServiceNow); update tickets to reflect activities performed including status and resolution details. 
• Applies standard operating system images and authorized software using deployment tools such as SCCM and JAMF.
• Install, maintain, and replace hardware components (e.g., drives, memory, network cards.).  Refers warranty hardware problems to vendor for resolution.
• Troubleshoot and diagnose hardware/software issues; apply corrective measures or escalate as necessary.  
• Inventory, deploy, relocate, and decommission computers and associated peripheral equipment.
• Maintain accurate hardware and inventory records; initiate replacement requests as needed in accordance with established policy and standards.
• Removes devices from domain; perform profile cleanups, update asset management systems. 
• Conduct acceptance testing of new hardware and software patches before deployment.    
• Provide application support to end users; replicates errors and reset systems as necessary.  
• Connect and test networked and standalone devices; ensure proper connectivity. 
• Traces and troubleshoot network connectivity problems; escalate to networking or other teams as needed.  
• Support and maintain audio-visual systems in a conference room setting.
• Create and maintain internal technical documentation.
• May perform routine server administration for specific servers as requested.
   

Desired Qualifications:

• Knowledge of Active Directory, NTFS file permissions, TCP/IP, Ethernet, and wireless networking. 
• Experience troubleshooting computer hardware and software issues across multiple platforms (Windows, Mac OS, iOS, Android).
• Experience with support ticketing systems (e.g. ServiceNow, Salesforce). 
• Experience with Microsoft Office 365 tools (Office Suite, SharePoint, Visio, Project, Teams, etc.) and Google Workspace tools (Sheets, Forms, etc.)
• Experience with videoconferencing platforms such as Zoom, Zoom Rooms, and Microsoft Teams.
• Experience providing customer service in person, via phone, and remotely.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Demonstrated ability to build and maintain positive, professional relationships within the team and across departments.  
• Working knowledge of IT support tools and diagnostic utilities.  Understanding of hardware/software compatibility and system requirements.
• Ability to identify opportunities for use of technology solutions to improve efficiency and reduce errors. 
• Customer service experience.
   

Working Environment:

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse.
• 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.
   

Department Statement:

ASU’s Mary Lou Fulton College for Teaching and Learning Innovation creates knowledge, mobilizes people, and takes action to improve education. Nationally recognized as a leader in teacher preparation, leadership development and scholarly research, Mary Lou Fulton College for Teaching and Learning Innovation prepares over 8,000 educators annually.  MLFC faculty create knowledge by drawing from a wide range of academic disciplines to gain insight into important questions about the process of learning, the practice of teaching and the effects of education policy.  MLFC mobilizes people through bachelor's, master's and doctoral degree programs, through non-degree professional development programs and through socially embedded, multilateral community engagement.  MLFC takes action by bringing people and ideas together to increase the capabilities of individual educators and the performance of education systems.

Aligned with ASU’s charter, MLFC is committed to advancing inclusive excellence in our curricula, programming and institutional relationships.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: West

Funding:

No Federal Funding

Instructions to Apply:

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$13362.htmld

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

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. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

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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 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, 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 https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

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.