IT Support Specialist - San Diego State University Research Foundation

Overview

The salary range for this position is $22.50 - $25.50 per hour depending upon qualifications and is non-negotiable. 

The mission of San Diego State University Global Campus is “to be a world leader in delivering innovative educational experiences to all learners, expanding opportunity and transforming lives. Our programs and technologies are ever-evolving to meet ever-changing needs; our high level of service and support is constant.”  SDSU Global Campus serves as a principal University liaison with the greater San Diego community and provides a wide variety of traditional and nontraditional, credit and noncredit educational experiences designed to fit the lifestyle and expectations of working adults and other lifelong learners.  In addition, Global Campus provides a range of academic and special programs for individuals and groups at various times, in various locations, and via various modalities, including technology-based programs -- throughout the year.  The primary audiences include workforce, military, working adults, and international constituencies.

Under the primary supervision of the Information Technology Director, the IT Support Specialist provides user support for computer systems and software applications. As a liaison between IT and end-users, the IT Support Specialist excels in managing the IT Helpdesk ticket system and communicating detailed information clearly and professionally to end-users. This position also consults with students, staff, and instructors to enhance the use and access of technology and information systems.

Responsibilities

Position Specific Duties 90%

• Working hours for this position will be Monday - Thursday 5:00pm to 10:00pm & Saturday 8am - 5pm.
• 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.

OTHER DUTIES AND RESPONSIBILITIES AS ASSIGNED 10%

Qualifications

Knowledge & Abilities

• 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

Minimum Education & Experience

• Bachelor's degree in computer science, information systems, educational technology, communications, or related field or similar certified coursework in applicable field of study.

Preferred Qualifications

• 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.

Additional Applicant Information

• Candidate must reside in California or live in a commutable distance from SDSU at time of hire.
• Job offer is contingent upon satisfactory clearance based on Background Check results (including a criminal record check).
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer and Title IX.