IT Support Specialist 2 - Messaging Platform Specialist

Job Profile

IT Support Specialist 2

Job Family

IT Support Services

Time Type

Full time

Max Pay – Depends On Experience

$60,000.00 USD Annual

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications

Bachelor's degree and three (3) years 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 Profile Summary

Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes.

Job Description

Enterprise Technology (ET) is seeking a collaborative and technically skilled Messaging Platform Specialist to join the Messaging Platforms Support team. This position is responsible for the day-to-day administration, support, and continuous improvement of ASU’s enterprise email and cloud collaboration environments.

The Messaging Platform Specialist provides advanced troubleshooting and system support for a broad portfolio of messaging and collaboration technologies, including Gmail, Microsoft 365 Exchange, Zoom, Slack, and related cloud platforms. The role involves maintaining an active case queue, coordinating with customers and local IT support units, and resolving complex technical issues across Windows, macOS, and mobile environments.

This position performs professional-level systems analysis and operational support work, balancing customer service with technical administration. Responsibilities include assessing and troubleshooting software platforms, supporting shared-user systems, evaluating and implementing new technologies, documenting processes and procedures, and communicating effectively with users and stakeholder groups across the university.

The ideal candidate demonstrates strong analytical skills, sound technical judgment, and a commitment to service excellence.

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.

Position Salary Range: $55,000 - $60,000; DOE

Essential Duties

• Provide email and cloud collaboration support to the ASU community, including faculty, staff, students, and alumni.
• Deliver prompt, high-quality customer service and technical support across messaging and collaboration platforms.
• Troubleshoot and support ASU’s Gmail and Microsoft 365 Exchange email environments.
• Create, configure, and manage resources within Exchange, Microsoft 365, Dropbox, Slack, Zoom, Google Drive, and OneDrive.
• Install, configure, and troubleshoot cloud storage applications including Google Drive, OneDrive, and Dropbox.
• Diagnose and resolve spam, email routing, and mass mailing issues affecting ASU systems and services.
• Provide advanced technical support, consultation, and virtual troubleshooting under the direction of Enterprise Technology.
• Manage escalated support cases, document detailed case notes, and collaborate with internal departments to expedite resolution.
• Evaluate, recommend, and support responsible adoption of AI technologies within the messaging ecosystem, ensuring alignment with university policies, data security standards, and institutional goals.
• Partner with technical teams to evaluate systems, test new services, and implement solutions that improve efficiency and reduce errors.

Looking to advance your Development & Programming career with relocation support? Explore Development & Programming Jobs with Relocation Packages that include comprehensive packages to help you move and settle in your new role.

• Develop, maintain, and enhance internal and customer-facing knowledge base documentation.
• Create and maintain ecosystem policies, processes, and procedures to ensure consistent service delivery and compliance.
• Build strong relationships across university departments, serving as a trusted advisor and recommending solutions aligned with institutional needs.
• Gather and document feature requests from customers and stakeholders to inform service improvements.
• Research, recommend, and implement innovative solutions to address recurring or emerging technical challenges.
• Apply hardware and software troubleshooting methodologies across multiple platforms and operating systems.
• 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

• Experience administering and supporting Microsoft 365, Google Workspace, Zoom, Slack, Dropbox, and other messaging/collaboration platforms
• Experience troubleshooting email routing and calendaring systems
• Experience troubleshooting complex technical issues in Windows and macOS environments
• Experience troubleshooting technical issues on iOS and Android devices
• Understanding of common IT infrastructure design principles
• Knowledge of higher education administrative systems, business principles, and operational procedures
• Strong technical troubleshooting skills with perseverance and patience
• Experience in customer service, case management, and issue resolution
• Ability to communicate effectively and empathetically with executives, end users, and developers
• Demonstrated ability to explain technical concepts clearly in both verbal and written formats
• Ability to remain composed and solution-oriented in unforeseen or high-pressure situations
• Evidence of strong verbal and written communication skills
• Experience working cross-functionally with multiple departments
• Ability to develop productive working relationships in a team-oriented environment
• Ability to manage multiple tasks concurrently while maintaining attention to detail
• Proven ability to work efficiently in a fast-paced, high-demand environment
• Self-motivated with the ability to quickly engage, contribute, and make an impact
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.

Discover our full range of relocation jobs with comprehensive support packages to help you relocate and settle in your new location.

• 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.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Communicate both orally and in writing, and read/interpret written and oral instructions/directions.
• May require lifting of items weighing up to 40 lbs.
• Occupy office locations in remote locations when need arises. Office locations can be at Polytechnic campus.
  
  

Special Instructions For Application

Please indicate your work availability in the opening paragraph of your cover letter. Failure to do so may result in your application not being considered.

If you used AI tools such as ChatGPT to assist with any part of the application process, please disclose this in your Cover Letter. Transparency in the use of such tools is appreciated. This will not impact the evaluation of your application.

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.

Driving Requirement

Driving is not required for this position.

Location:

Campus: Tempe

Funding

No Federal Funding

Instructions To Apply

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

Please use the link below to log in using single sign-on.

https://www.myworkday.com/asu/d/inst/1$9925/9925$19551.htmld

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume or CV
  
  

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact HR Talent Acquisition before the posting close date to request edits.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement

Arizona 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 inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.