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

San Francisco State University•San Francisco, CA

41d•Onsite

About The Position

The IT Service Desk Specialist is part of the Service Desk team within the San Francisco Bay Region Network’s Information Technology unit. The position provides prompt, high-quality technical support to students, staff, and faculty across California State University East Bay, San Francisco State University, Sonoma State University, and their auxiliaries. It serves as a first point of contact for IT inquiries, incident reports, and service requests, and helps ensure consistent user support and effective resolution of technical issues. The specialist triages and categorizes tickets, monitors service queues and response standards, provides remote and on-site assistance, escalates issues as appropriate, maintains knowledge base content, and communicates outages and service updates. The role also coordinates with technical teams on device delivery, user onboarding, and end-user technology issues, and contributes to service improvements and operational continuity. The position receives general supervision from the Director of IT User Support and Endpoint Management and reports in a matrixed capacity to the Director of the Network Support Center. The primary work location and designated home campus is San Francisco State University. This is a full-time, one-year probationary position. Occasional travel among Network universities and work outside standard business hours may be required. Work is assigned to on-campus operations in California, though occasional telework may be available.

Requirements

Strong knowledge of hardware, software, and network troubleshooting, including experience supporting enterprise technology systems and standard applications.
Ability to apply professional judgment to analyze technical issues, determine appropriate solutions, and independently resolve technology support requests.
Strong organizational and time-management skills, including the ability to manage multiple assignments, priorities, and deadlines in a customer support environment.
Strong communication and interpersonal skills, including 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 support solutions.
Ability to provide guidance and training to student assistants or less experienced staff, as assigned.
Successful completion of a background check.
Proof of U.S. citizenship or authorization to work in the United States within three business days of the date of hire.

Nice To Haves

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

Responsibilities

Provide remote technical support for computers, devices, peripherals, and printers.
Triage and categorize service requests and incident tickets, ensuring efficient intake and routing.
Monitor service desk queues and response service-level agreements, escalate issues as needed, and ensure timely follow-up.
Inform users of request status and provide customer service throughout troubleshooting.
Assist with setup and troubleshooting of workstations, conference rooms, and classroom technology.
Diagnose and resolve complex desktop hardware and software issues.
Provide technical guidance on standard technology equipment and software.
Diagnose basic network connectivity issues.
Create user documentation and quick-reference materials.
Assist with small technology implementation projects.
Guide student assistants or temporary staff when assigned.
Communicate IT outages, maintenance, updates, and upgrades to campus users and stakeholders.
Document support actions, maintain accurate ticketing-system records, and update knowledge base articles as applicable.
Escalate unresolved or complex tickets to appropriate IT teams and follow up to confirm completion.
Assist with onboarding and training new Service Desk staff on established procedures and service standards.
Identify opportunities for and support implementation of improvements to Service Desk processes and user support services.
Help maintain and improve documentation, diagrams, and workflows for incident and request handling.
Adhere to endpoint compliance, security standards, and university IT policies.
Promote equity, diversity, and inclusion and integrate organizational values into work.
Comply with policies and procedures regarding information privacy, authorized use of Network resources, and security of Network systems and data.
Demonstrate safe work practices for oneself, others, and the office environment.
Perform other related responsibilities as requested and necessary.