IT Support Specialist
Company: San Diego State University Research Foundation
Location: San Diego
Posted on: May 5, 2024
Job Description:
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.
Keywords: San Diego State University Research Foundation, Poway , IT Support Specialist, Other , San Diego, California
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