IT Support Specialist

San Francisco Bay University • Fremont, CA

13d • Onsite

About The Position

The IT Support Specialist provides first-line and second-line technical support to SFBU’s faculty, staff, students, and guests. This role involves end-user issue resolution through structured IT Service Management (ITSM) workflows, hardware/software lifecycle management, account administration, user training, and technology support for classrooms and campus events. The ideal candidate is customer-focused, detail-oriented, comfortable leveraging modern tools (including AI and cloud platform CRM environments), and thrives in a fast-paced academic environment. This is a full-time, non-exempt, on-site position based at SFBU’s Fremont, California, campus. The position is eligible for overtime pay in accordance with applicable federal and California labor laws.

Requirements

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
• Minimum of 1 year of hands-on experience in technical support, helpdesk, or IT customer service.
• Solid understanding of basic networking (TCP/IP, DNS, DHCP, Wi-Fi), OS configuration (Windows/macOS), and hardware troubleshooting.
• Exceptional interpersonal and customer service skills.
• Strong written and verbal communication skills to explain technical concepts clearly to diverse audiences.
• Demonstrated ability to adopt modern AI tools/workflows to optimize daily tasks.
• Ability to manage time effectively, prioritize multiple ticket queues, and work independently or collaboratively in a team environment.

Nice To Haves

• Experience working with formal IT Service Management (ITSM) methodologies/frameworks (e.g., ITIL standards) and managing ticketing systems (e.g., Freshservice, FreshDesk, Saleforce).
• Hands-on experience or familiarity with Salesforce (e.g., user support, case management, account administration, or Education Cloud).
• CompTIA A+, Network+, Security+, ITIL Foundation, or Salesforce Associate/Administrator certifications.
• Experience supporting learning management systems (LMS like Canvas/Moodle), Microsoft 365, Google Workspace, Active Directory/Entra ID, and Zoom.
• Prior experience working in higher education or non-profit settings.

Responsibilities

• Provide Tier 1 and Tier 2 technical support using IT Service Management (ITSM) best practices to log, track, prioritize, escalate, and resolve incidents and service requests.
• Install, configure, maintain, and troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), mobile devices, and peripherals.
• Manage user accounts, access permissions, single sign-on (SSO), and authentication; assist with user support within Salesforce and enterprise applications.
• Maintain and troubleshoot classroom technology, video conferencing systems (e.g., Zoom Rooms), lecture capture systems, and hybrid learning setups. Provide on-site technical and AV setup support for campus events and livestreams.
• Assist in maintaining instructional network labs, Wi-Fi connectivity, telecom systems, and physical network devices (e.g., routers, switches, cabling).
• Maintain up-to-date IT documentation, knowledge base articles, FAQs, and user guides. Adopt AI tools and modern automated workflows to enhance service delivery efficiency.
• Deliver technical workshops, IT orientations, and training sessions for students, faculty, and staff.
• Collaborate with internal teams on technology upgrades, cloud rollouts, and infrastructure projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level