Site Support Technician (On-Site in Phoenix, AZ)
Company: Western Governors University
Posted on: January 16, 2022
The IT Site Support Technician (I) will be directed to work in
the following areas:
For Break/Fix Operations, the technician would work out of a queue
in resolving/fulfilling incidents/requests submitted by WGU
employees. This includes troubleshooting with employees, providing
excellent customer service, and configuring/shipping needed
equipment to the user. The technician will also be responsible for
the respective asset documentation that comes with provisioning
hardware/software to employees. Lastly, the Technician (I) will be
responsible for setting up desks, for Window/MacOS workstations, in
the office, and/or sending Work From Home kits to employees.
For Onboarding, the technician would work out of a queue in
assisting with the Onboarding action items to achieve 100% new-hire
on-time readiness. This includes provisioning/configuring accounts
for multiple system platforms (IIQ, AD, Banner, etc.). Primarily,
the technician will be responsible for shipping out equipment
(laptop, peripherals, Work From Home kit), for new hires, and desk
setups, for Windows/MacOS workstations, in office.
The Site Support Technician (I) will always be required to perform
the necessary asset management procedures, wherever they work per
department policy; however, the technician needs to be able to
perform stockroom audit counts or asset verifications for employees
Essential Functions and Responsibilities:
Setting up desks, in office, for employees and/or shipping Work
from Home kits.
Monitoring your ticket queue, & Teams, for assigned work or
Providing excellent customer service as you troubleshoot tickets or
while fulfilling requests.
Assist with Asset Operations by providing documentation on
tickets/assets, but also performing asset verifications/stockroom
Knowledge, Skill and Abilities:
Good verbal and written communication skills.
Takes initiative and is self-managed within assignments.
Excellent customer service skills.
Knowledge of configuring, troubleshooting, and deploying
Excellent organizational & time management skills.
Foundational knowledge of the Microsoft Office365 Suite.
Job Qualifications :
Requires basic knowledge of standards and processes within a narrow
scope of work.
Typically requires a minimum of 3 years of experience.
May require vocational or technical education in addition to prior
High School Diploma or equivalent experience.
Department Specific Minimum Qualifications:
High School Diploma
1 Year of experience in troubleshooting Windows/MacOS workstations,
customer service as a CSR, configuring and deploying windows/MacOS
laptops, office 365 applications
Experience shipping packages using FedEx, UPS, and/or USPS.
ITIL Foundations & CompTIA A+ Certifications are preferred, and
additional IT-industry certifications are a bonus.
Experience with AD, SRM (Salesforce), Banner, IIQ (Identity Mgmt.),
ServiceNow, and/or Workday is preferred.
Additional experience in configuring and deploying laptops, in an
enterprise environment, is preferred.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Disclaimer: This Job Description has been designed to indicate the
general nature, essential duties, and responsibilities of work
performed by employees within this classification. It does not
contain a comprehensive inventory of all duties, responsibilities,
and qualifications that are required of the employee to do this
job. Duties, responsibilities and activities may change at any time
with or without notice. This Job Description does not constitute a
contract of employment and the University may exercise its
employment-at-will rights at any time.
As an equal opportunity employer, WGU recognizes that our strength
lies in our people. We are committed to diversity.
Keywords: Western Governors University, Phoenix , Site Support Technician (On-Site in Phoenix, AZ), Professions , Phoenix, Arizona
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