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Site Support Technician (On-Site in Phoenix, AZ)

Company: Western Governors University
Location: Phoenix
Posted on: January 16, 2022

Job Description:

The IT Site Support Technician (I) will be directed to work in the following areas:

Break/Fix Operations
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.

Asset Management
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 as needed.

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 directives.
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 counts.

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 Apples/Windows workstations.
Excellent organizational & time management skills.
Foundational knowledge of the Microsoft Office365 Suite.

Job Qualifications :
Minimum 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 work experience.
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.

Preferred Qualifications:
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.

Physical Requirements:
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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