ITS Service Desk Coordinator (Technology Support Specialist II, Range 1) - San Francisco Bay Region Network

San Francisco State University•San Francisco, CA

12d•Onsite

About The Position

The IT Service Desk Specialist operates within a dual-reporting structure, receiving general supervision from the Director of IT User Support and Endpoint Management, while also reporting in a matrixed capacity to the Director of the Network Support Center. In this role, the IT Service Desk Specialist serves as a member of the Service Desk team responsible for providing prompt, high-quality technical support to students, staff, and faculty across California State University East Bay (CSUEB), San Francisco State University (SFSU), Sonoma State University (SSU), and their auxiliaries. Acting as the first point of contact for IT-related inquiries, incident reports, and service requests, the Specialist ensures consistent delivery of user support services and effective resolution of technical issues. The IT Service Desk Specialist is responsible for triaging and categorizing service tickets, delivering remote and on-site technical assistance, and upholding service desk performance standards in alignment with Network policies. Key duties include monitoring service queues, responding to IT-related incidents, escalating issues as required, maintaining IT knowledge base articles, and communicating service outages or updates. The role works closely with technical teams to facilitate the coordination of device delivery, onboarding of new users, and resolution of end-user technology issues. Through continuous engagement and consultation, the IT Service Desk Specialist supports the digital experience and operational continuity for the campus community.

Requirements

Strong knowledge of hardware, software, and network troubleshooting, including experience supporting enterprise technology systems and standard applications.
Demonstrated ability to apply professional judgment to analyze technical issues, determine appropriate solutions, and resolve technology support requests independently.
Strong organizational and time management skills, with the ability to manage multiple assignments, priorities, and deadlines in a customer support environment.
Strong communication and interpersonal skills with the ability to explain technical concepts to users with varying levels of technical expertise and provide effective customer support.
Strong analytical and problem-solving skills to diagnose technical issues, evaluate alternatives, and implement appropriate technology support solutions.
Ability to provide guidance and training to student assistants or less experienced staff, as assigned.
Must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.
Successful completion of a background check.

Nice To Haves

Experience working in higher education, multi-campus systems, or similarly complex public sector organizations.

Responsibilities

Provides remote technical support to end users, assisting with computers, devices, peripherals, and printers.
Triages and categorizes service requests and incident tickets, ensuring efficient intake and routing of issues.
Monitors service desk queues and response SLAs, escalating issues as needed and ensuring timely follow-up and appropriate escalation.
Informs users of the status of their requests and delivers exceptional customer service throughout the troubleshooting process.
Assists with basic setup and troubleshooting for workstations, conference rooms, and classroom technology as needed.
Diagnoses and resolves more complex desktop hardware and software issues.
Provides technical guidance regarding standard technology equipment and software.
Diagnoses basic network connectivity issues.
Creates user documentation and quick-reference materials.
Assists with small technology implementation projects.
Provides guidance to student assistants or temporary staff when assigned.
Communicates the status of IT outages, maintenance, updates, and upgrades to campus users and stakeholders.
Documents support actions, maintains accurate records within ticketing systems, and updates IT knowledge base articles where applicable.
Escalates unresolved or complex tickets to appropriate IT teams following established protocols and follows up to ensure completion.
Provides onboarding assistance and training to new Service Desk staff on established procedures and service standards.
Identifies opportunities and supports implementation of continuous improvements to Service Desk processes and user support services.
Participates in maintaining and improving documentation, diagrams, and workflow for incident and request handling.
Upholds and adheres to endpoint compliance, security standards, and university IT policies.
Contributes to promoting equity, diversity, and inclusion across the organization.
Promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into all aspects of work.
Complies with Network, university, and unit policies and procedures regarding privacy of information, authorized use of Network resources, and the security of Network systems and data.
Demonstrates safe work practices for oneself, others, and the office environment.
Performs other related responsibilities as requested and when necessary.