SYSTEMS SUPPORT SPECIALIST

**Location:** Phoenix, AZ United States **SYSTEMS SUPPORT SPECIALIST**Systems Support SpecialistArizona State UniversityDesktop ServicesCampus: Downtown Phoenix75406BRJob DescriptionASU 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 ECS Desktop Services is seeking a Systems Support Analyst. 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. As with everyone in the UTO family, culture and communications are core responsibilities in this role. Performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations.Salary RangeDepends on experienceClose Date02-February-2022Essential DutiesReceives, responds to and monitors the status of work-order requests for technical assistance;Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders in accordance with established policyConfigures both local and multi-platform personal computer systems and mobile devicesInstalls software and establishes a connection to network(s) in accordance with specified standardsDevelops and applies standard computer images with authorized software to computers to ensure consistent configurationsInstalls and/or replaces hardware and associated devices including, but not limited to: network cards, hard-drives and removable disk drivesRefers warranty hardware problems to vendor for resolution via phone or in personTroubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measuresActively participates in deployment and relocation of computers and associated peripheral equipmentProvides application assistance to end user as requested; replicates errors, re-sets computers and printersConnects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivityMaintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standardsTraces and troubleshoots network connectivity problems; notifies appropriate responsible unit(s) based on findingsProvides consultation on both hardware and software purchasesCross trains other areas on help desk related support issuesCreates, updates, and maintains technical documentation for use within the group as well as outside entitiesTakes responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in UTO/ASU events and programs.Minimum QualificationsAssociate'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.Desired QualificationsDemonstrated knowledge of computer-based troubleshooting utility functions; hardware/software compatibility requirements.Ability to identify opportunities for use of technology solutions to improve efficiency and reduce errors.Experience in providing customer service.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 with SCCM, JAMF, and ServiceNow.Experience in setting up, maintaining and troubleshooting desktops, laptops and mobile devices.Experience supporting Windows 7 and above and supporting Mac OS 10.6 and above.Experience 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 in working on an effective team of IT techs.Experience in communicating effectively 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.Ability to model empathy, compassion and emotional intelligence.Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging.Ability to help foster a safe psychological space for all teammates where everyone can thrive.Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.Ability to lead by example in communicating, participating and encouraging support of the institutions sustainability programs.Working EnvironmentActivities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse.Required to stand for varying lengths of time and walk moderate distances to perform work.Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds.Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.Clearly communicate to perform essential functions.Department StatementThe University Technology Office (UTO) 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. Applicants must be eligible to work in the United States.Join the team that sparks human-centered innovationUTO is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes andexecutes to meet the needs of our community of learners, faculty, researchers and staff. Ourwork emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.ASU StatementArizona 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