IT Support Specialist

$46,800 - $53,040/Yr

San Diego State University - San Diego, CA

Full-time - Entry Level

San Diego, CA

Educational Services

About the position

The IT Support Specialist at San Diego State University (SDSU) Global Campus plays a crucial role in providing user support for computer systems and software applications. This position is under the supervision of the Information Technology Director and serves as a vital link between the IT department and end-users, including students, staff, and instructors. The specialist is responsible for managing the IT Helpdesk ticket system, ensuring that all incoming support requests are documented and addressed in a timely manner. The role requires excellent communication skills to convey detailed information clearly and professionally to users, enhancing their experience with technology and information systems. The IT Support Specialist will work primarily during the hours of Monday to Thursday from 1:00 PM to 10:00 PM and Friday from 8:00 AM to 5:00 PM. Responsibilities include receiving and documenting support requests related to Global Campus/SDSU applications and IT infrastructure, utilizing the ServiceNow ticketing system for managing IT service requests, and retrieving student information from the University Student Information System (SIS) to troubleshoot access issues. The specialist will analyze the needs of students, instructors, and staff to recommend appropriate solutions, ensuring a positive end-user experience. In addition to troubleshooting and configuring hardware and software, the IT Support Specialist will manage the lifecycle of technology equipment, provide training and orientation to end-users, and maintain an accurate inventory of technology resources. The role also involves supporting AV and technical equipment in various settings, providing direction to student assistants, and ensuring adequate support coverage through scheduling. The specialist will also provide technical support for the college's online learning infrastructure, including Learning Management Systems and web conferencing technologies, and will be responsible for imaging and deploying computer equipment as well as supporting networked copiers and printers.

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, LANs, 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 colleges 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.