IT Support Specialist

$46,800 - $53,040/Yr

San Diego State University-Research Foundation - San Diego, CA

Full-time

San Diego, CA

About the position

The IT Support Specialist at San Diego State University Global Campus plays a crucial role in providing user support for computer systems and software applications. This position operates under the supervision of the Information Technology Director and serves as a vital liaison between the IT department and end-users, ensuring that all technology-related issues are addressed efficiently and effectively. The IT Support Specialist is responsible for managing the IT Helpdesk ticket system, which involves receiving and documenting incoming support requests from students, instructors, and staff related to Global Campus/SDSU applications and IT infrastructure. This role requires excellent communication skills to convey detailed information clearly and professionally to end-users, enhancing their experience with technology and information systems. The position entails a significant amount of collaboration across various departments to ensure proper management and escalation of end-user issues. The IT Support Specialist will troubleshoot, debug, and configure hardware and software, including LANs, WiFi, and Internet connectivity. Additionally, the role involves managing equipment through its full lifecycle, which includes monitoring, patching, and upgrading technology resources. The IT Support Specialist will also provide training and orientation to end-users on new and existing technologies and applications, ensuring that all users are equipped to utilize the available resources effectively. In addition to these responsibilities, the IT Support Specialist will maintain an accurate inventory of technology hardware and software, support AV and technical equipment in various settings, and provide work direction to student assistants. The working hours for this position are Monday to Thursday from 1:00 pm to 10:00 pm and Friday from 8:00 am to 5:00 pm, making it essential for the candidate to be adaptable to this schedule. The role also includes providing technical support for the college's online learning infrastructure, imaging and deploying computer equipment, and supporting networked copiers and printers. Overall, this position is integral to the mission of SDSU Global Campus, which aims to deliver innovative educational experiences to all learners.

Responsibilities

• Receive and document incoming support requests from students, instructors, and staff related to Global Campus/SDSU applications and IT infrastructure.
• Use the ServiceNow ticketing system to manage and resolve IT service requests.
• Retrieve student information from the University Student Information System (SIS) to troubleshoot access issues.
• Analyze student, instructor, and staff needs to recommend appropriate solutions and ensure a positive end-user experience.
• Manage workload to ensure all customer issues are resolved promptly and thoroughly.
• Work collaboratively across various departments to ensure proper management and escalation of end-user issues.
• Troubleshoot, debug and configure hardware and software, LAN's, WiFi, and Internet Connectivity.
• Manage equipment through the full lifecycle of use (e.g., monitoring, patching, upgrading, etc.).
• Provide training and orientation to end-users on new and existing technologies and applications.
• Maintain current and accurate inventory of technology hardware, software, and resources.
• Maintain and support AV and technical equipment in computer labs, smart classrooms, offices, and conference rooms.
• Provide work direction and prioritized tasks to student assistants.
• Create schedules for help desk and lab technicians to ensure adequate support coverage.
• Provide technical support for the college's online learning infrastructure (Learning Management Systems, Web Conferencing technologies, and integrated learning tools).
• Image and deploy computer equipment.
• Support networked copiers and printers.

Requirements

• Bachelor's degree in computer science, information systems, educational technology, communications, or related field or similar certified coursework in applicable field of study.
• Excellent problem solving and troubleshooting skills.
• Ability to multi-task and adapt to a fast-paced environment.
• Good verbal and written communication skills.
• Excellent customer service skills.
• Systems-level experience with operating systems.
• Working knowledge of Windows and MacOS.
• Working knowledge of Zoom web conferencing software.
• Working knowledge of Adobe creative suite.

Nice-to-haves

• 2+ years' experience in a Call Center or Customer Service Environment.
• Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
• Excellent time management, decision-making, and organizational skills to ensure the most effective and timely delivery of service to clients.
• The ability to make a personal connection with the customer and engage in troubleshooting throughout the interaction.
• Experience with ServiceNow, Salesforce, and other CRM systems.
• Experience working with Higher Reach, PeopleSoft, and other Student Information Systems.