Messaging Platform Specialist

Arizona State University•Tempe, AZ

3d•$55,000 - $60,000

About The Position

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.

Requirements

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.

Nice To Haves

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.
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.

Responsibilities

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.
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.