Job Profile:
IT Helpdesk Coordinator 2 Non-ExemptJob Family:
IT Support ServicesTime Type:
Full timeMax Pay – Depends on experience:
$22.40 USD HourlyApply before 11:59 PM Arizona time the day before the posted End Date.
Minimum Qualifications:
High School Diploma and two-years (2) 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 Description:
Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needs
Essential Duties:
Resolves basic issues, general concerns and inquiries through phone, email and chat regarding Financial Aid and Scholarship Services (FASS), and Student Business Services (SBS) processes and policies.
Assists with self-service activities to ensure customer comprehension and satisfaction regarding FASS and SBS questions, policies and procedures.
Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
Participates in, and contributes to, scheduled and ad hoc training in order to improve university policy and processes.
Establish trust through commitment to ASU and student success and adherence to policies and procedures.
Delivers unparalleled personalized customer service by attentively addressing individual needs and preferences, ensuring each interaction is tailored to exceed expectations and leave a lasting positive impression.
Understands and satisfies customer needs and capitalizes on opportunities to improve customer service and satisfaction.
Utilizes a variety of resources to thoroughly research questions and promptly respond to customer inquiries with accuracy and efficiency, ensuring a comprehensive understanding of their needs is met
Document customer interactions with attention to detail, ensuring accuracy and completeness.
Inputs data and ensures the accuracy of all information entered into the system.
Performs other related duties as assigned.
Collaborate across teams and actively participate in ET/ASU events and programs.
Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
Desired Qualifications:
Degree work or certification work in a closely related field.
Experience in a financial aid customer service environment.
Experience answering high volume customer service inquiries from students of diverse backgrounds via telephone, email, and/or chat.
Experience in logging customer information into a call tracking system.
Demonstrated knowledge of financial aid policies and procedures.
Demonstrated knowledge of student business services policies and procedures.
Experience using Microsoft Office applications.
Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
Demonstrated ability to model empathy, compassion, and emotional intelligence.
Experience in a values-driven organization with a strong commitment to inclusion and belonging.
Ability to cultivate a psychologically safe environment where all team members can thrive.
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.
Working Environment:
Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
Department Statement:
Enterprise Technology (ET) 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 innovation
ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.
Why join us?
Mission oriented.Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.
Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.
Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.
Scale of impact.Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.
World-class, low cost education.Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.
Exposure to industry giants.ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.
The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - Financial Aid. This position serves as the primary contact for customer concerns/inquiries on such subjects as financial aid eligibility, processing requirements, student business services policies and procedures, balance inquiries and issues related to the overall financial services profile of the student at ASU, while communicating to both external and internal customers in a professional manner.
As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing ourculture.
What’s in it for you:
Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)
Arizona State University offers a comprehensive benefits package that enhances your total compensation
Access to professional development and hands-on learning
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