Job Profile:
IT Support Specialist 1Job Family:
IT Support ServicesTime Type:
Full timeMax Pay – Depends on experience:
$48,600.00 USD AnnualApply 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 Description:
ASU is the largest state university and has for the last 6 years in a row been recognized by US News and World Report as the most innovative university. Enterprise Technology Office (ET) is looking for dynamic individuals to join our Operations Center Service Team. This position is critical to the success of Arizona State University. It works in a fast-paced 24X7 operations center environment working as a part of a team to monitor the operation of critical systems and services located in the ASU private and public cloud. Beyond ASU’s digital assets, the Operations Center Service Team also monitors alerts, events, and incidents across ASU IT operations. In the event of a major incident, this position acts as a major incident commander which serves as the coordinating entity between technical teams, communications teams and leadership. This position requires active participation in the ASU change management process, reviewing changes for conflict, monitoring change windows, ensuring proper post change reports are complete and reporting any incidents caused by changes.
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 our culture.
Salary: $48,600 annually/ per year
Essential Duties:
The Analyst Associate serves as a front line member of the Operations Center, providing 24/7 situational awareness of ASU’s critical systems and coordinating incident response and performance monitoring.
This role participates in an on-call rotation and may act as Incident Commander during major events.
Responsibilities include monitoring systems, applications, network infrastructure, and cloud services for outages or degradation, and assisting in troubleshooting and resolution efforts.
Analysts also support batch job monitoring, maintain clear communication with stakeholders, and collaborate with teams such as Network Engineering and Field Services to escalate and resolve incidents.
The position oversees service desk functions, including incident management, service requests, and change coordination, while delivering timely updates and high-quality customer support.
Analysts generate both automated and ad-hoc service reports and are expected to contribute to documentation, including SOPs and incident records. Strong communication and technical writing skills are essential to translate complex technical issues for non-technical audiences.
Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms – collaborating across our teams as well as participating 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.
Collaborate across teams and actively participate in ET/ASU events and programs.
Desired Qualifications:
At least 1 year of experience in an IT support or desktop/endpoint support role.
Familiarity with ITIL practices and change management processes.
Experience working in a NOC, SOC, or other 24x7 operational support environment.
Knowledge of ServiceNow or similar enterprise ITSM platforms.
Exposure to monitoring and alerting systems such as LogicMonitor, DataDog, or Nagios.
Basic understanding of network protocols and infrastructure (e.g., TCP/IP, DNS, DHCP, SNMP, VLANs, VPN); experience with Cisco or Juniper platforms is a plus.
Experience supporting environmental and power monitoring systems in enterprise environments.
Ability to follow escalation protocols and service-level agreements (SLAs) in a structured operations setting.
Strong written and verbal communication skills, including participation in incident communications and post-incident reporting.
Demonstrated commitment to fostering a values-led, inclusive, and psychologically safe team culture; supports sustainability and institutional initiatives.
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, standing, or moving between office spaces.
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.
Required to stand for varying lengths of time and walk moderate distances to perform work.
Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
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.
Occupy office locations in remote locations when need arises. Office locations can be at Downtown Phoenix, Mayo, Tempe, Polytechnic, West Valley.
Primary Location: Tempe Campus
Special Instructions: In your cover letter: Describe your experience working in a Network Operations Center or similar environment, including monitoring systems, responding to incidents, and communicating outages or impacts.
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.
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