Customer Service Specialist (3 Positions)

CSU Careers•San José, CA

11d•Onsite

About The Position

Under the direct supervision of the Director of IT Support Services, the Customer Service Specialist serves as the first point of contact for students, faculty, staff, and prospective students experiencing login, navigation, or basic processing issues with enterprise systems. The position provides frontline technical and customer service support, resolves routine issues, and escalates more complex problems to appropriate technical or functional staff. It supports campus-wide IT operations by coordinating service desk activities, responding to inquiries by phone, email, and in person, and accurately logging and routing service tickets. The position may be assigned to IT-managed support locations throughout campus, including SJSU housing buildings. Weekend and after-hours support are required according to the service desk’s operational schedule. Responsibilities also include supporting housing gaming rooms and computer labs, managing check-ins and check-outs, troubleshooting basic hardware and software issues, and assisting with WEPA print services and supplies.

Requirements

Equivalent to a bachelor’s degree in a related field; relevant education and/or experience demonstrating the required knowledge and abilities may substitute for the required education on a year-for-year basis.
General knowledge of information technology systems, applications, and networks.
General knowledge of hardware and software troubleshooting and standard technology support practices.
Ability to troubleshoot basic help desk inquiries.
Strong written and verbal communication skills, including proper grammar and clarity.
Organizational and time-management skills, including the ability to plan, prioritize, and manage workload effectively.
Analytical skills to gather information, assess issues, and resolve technical problems.
Communication and interpersonal skills to collaborate with students, faculty, and staff, gather relevant information, explain technical concepts to diverse audiences, and document issues and resolutions.
Ability to establish and maintain effective, cooperative working relationships.
Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to work independently and collaboratively and build relationships with diverse stakeholders.
Ability to communicate professionally and respectfully with constituents.
Proficiency using computers to respond to and resolve IT-related inquiries and issues.
Basic knowledge of software applications, including word processing, spreadsheets, and database systems.
Flexibility to work weekends and non-standard hours as needed.

Nice To Haves

Experience providing technical support and customer service support.
Experience in a university or college environment.

Responsibilities

Assist senior staff in providing login assistance and general technical support to SJSU students, faculty, and staff.
Monitor and respond to incoming service requests; troubleshoot and resolve basic technical and customer service issues related to enterprise systems.
Analyze inquiries and route them to appropriate technical or functional teams for efficient resolution.
Provide directory assistance, route calls, and offer in-person customer support as needed.
Help users access university systems and resolve minor processing or data access issues.
Log, track, and categorize service tickets using the university’s ticketing system, and follow up on outstanding or overdue tickets to ensure timely closure.
Collaborate with the Service Desk team on triage, escalation, and resolution of service desk requests.
Assist with scheduling training rooms and respond to general inquiries about IT services and availability.
Identify recurring issues and work with senior staff to improve documentation and support resources.
Provide support at SJSU housing locations, including gaming rooms and computer labs; manage check-ins and check-outs and troubleshoot basic hardware and software issues.
Support university-wide WEPA printers, resolve basic printing issues, and manage inventory and distribution of WEPA printer supplies across campus.