Service Desk Technician

California State University, Bakersfield • Bakersfield, CA

3d • Onsite

About The Position

Information Technology Services (ITS) is CSU Bakersfield’s central IT organization, providing computing, infrastructure, telecommunications and support for the teaching, learning, research, business, and outreach activities of the University. Within Information Technology Services (ITS), the ITS Service Center serves as the primary point of contact for technology support for students, faculty, and staff in support of the University’s academic and operational mission. Under direct supervision, the Service Desk Technician provides entry-level professional technical support and customer service to ensure reliable access to university technology systems and services. This position is responsible for receiving, diagnosing, and resolving routine hardware, software, account, security, and connectivity issues using established procedures and troubleshooting practices. Responsibilities include supporting campus printing services and associated device hardware, documenting incidents and service requests, performing basic installations and updates, assisting with standard computer, printer, and peripheral configurations, and escalating complex or unresolved issues to higher-tier support teams as appropriate.

Requirements

• EDUCATION & EXPERIENCE – Equivalent to a bachelor’s degree in a related field. Relevant education and/or experience which demonstrates acquired and successfully applied knowledge and abilities may be substituted for the required education on a year-for-year basis.
• LICNSES – Possession of a valid driver’s license or the ability to obtain by date of hire.
• SKILLS, KNOWLEDGE & ABILITIES (SKA’s) – Regular and reliable attendance is required.
• General knowledge of information technology systems, applications, and networks.
• General knowledge of hardware and software troubleshooting and related technology support practices.
• Attention to detail and accuracy.
• Analytical skills to collect and analyze information and troubleshoot problems.
• Willingness to learn and utilize AI-assisted tools in daily support workflows, including AI-enhanced troubleshooting, ticketing, and communication tools, in accordance with ITS policies and procedures.
• Ability to work with students, faculty, and staff to obtain pertinent information, communicate technical information to diverse audiences, and document issues and resolutions.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Ability to work independently and as part of a team as well as build relationships with diverse stakeholders.
• Computer skills to appropriately respond to IT complaints and issues.
• Ability to respond to routine inbound help desk calls and service requests in a queue-based support environment.
• Ability to accurately document incidents, troubleshooting steps, and resolutions in a ticketing or IT service management system.
• Ability to follow scripted troubleshooting procedures, knowledge base articles, and standard operating procedures.
• Ability to triage and prioritize service requests based on established service center guidelines.
• Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
• Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
• Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
• Excellent communication skills; ability to effectively communicate information in a clear and understandable manner.
• Thorough knowledge of English grammar, spelling, and punctuation.
• Ability to interpret, communicate and apply policies and procedures.
• Ability to maintain a high degree of confidentiality.
• Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
• Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
• Working knowledge of or ability to quickly learn University infrastructure.
• Must be willing to travel and attend training programs off-site for occasional professional development.
• Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs.
• May be called back periodically to perform work as needed on an emergency basis.

Nice To Haves

• Experience providing frontline support in a reprographics, print shop, or managed print services environment.
• Experience supporting networked printers and multi-function devices, including basic hardware troubleshooting, print queues, and driver-related issues.
• Familiarity with high-volume or enterprise printing environments, including print release workflows and shared device usage.
• Experience coordinating printer issues or service requests with internal IT teams or third-party vendors following established procedures.
• Working knowledge of printer consumables, paper types, and routine maintenance tasks appropriate to Tier 1 support roles.
• Familiarity with AI-assisted IT support tools or AI-enhanced service delivery technologies.
• Experience working with IT service management platforms such as ServiceNow, including ticket creation, documentation, and workflow management.
• Demonstrated skills in an institutional/educational environment possessing a customer-oriented and service-centered attitude.

Responsibilities

• Tier 1 Technical Support Answer inbound help desk calls and respond to service requests through designated channels, including phone, email, virtual support, walk-in service, and the ticketing system.
• Accurately create, update, and manage service tickets through resolution or escalation, ensuring complete documentation of reported issues, troubleshooting steps, and outcomes.
• Triage and prioritize incoming incidents and service requests in accordance with established ITS Service Center workflows and service guidelines.
• Escalate unresolved, or non-standard issues to Tier 2 or specialized ITS teams following defined escalation procedures and documenting all actions taken.
• Resolve routine technology issues using established scripts, troubleshooting guides, and knowledge base resources.
• Utilize approved AI-assisted tools to support troubleshooting, solution identification, and response drafting in alignment with established ITS procedures.
• Support the use of AI-assisted contact center technologies, including AI-enhanced call handling and automated ticket creation, by following established procedures and providing feedback on tool effectiveness to supervisors.
• Provide timely status updates and resolution information to users throughout the support process in accordance with service center communication standards.
• Printer & End User Device Support Provide frontline support for campus printing services, including troubleshooting printer hardware, print queues, drivers, and common user printing issues.
• Perform basic installation, configuration, and updates of standard desktop and laptop computers, printers, and peripherals following established configuration standards.
• Perform routine physical support tasks for printers and multi-function devices, including clearing paper jams, replacing toner, verifying device status, and confirming network connectivity, in accordance with documented procedures.
• Coordinate printer issues requiring repair or advanced service by documenting and escalating to appropriate internal teams or approved vendors in accordance with established procedures.
• Verify proper operation of computers, printers, and peripheral devices following installation, configuration, or support actions.
• Maintain accurate records of assigned technology assets, including inventory, warranties, and service status.
• Account, Access, & Basic Security Support Verify user identity and request eligibility using established ITS procedures prior to performing account or access-related support actions.
• Assist users with routine account-related issues, including password resets, account access problems, and basic authentication support, following established security procedures.
• Provide initial assistance related to common security concerns such as suspicious emails or account lockouts by documenting incidents and escalating them in accordance with established ITS security procedures.
• Follow ITS security and data confidentiality policies when handling user information and access-related requests.
• Document account and security-related incidents in the ticketing system and route or escalate requests in accordance with ITS security guidelines.
• Operational Support & Documentation Support service center operations during peak service periods, outages, or special events as assigned.
• Follow established ITS policies, procedures, and security practices to support data confidentiality and system integrity.
• Contribute to the development and maintenance of basic user documentation, FAQs, and knowledge base articles to support self-service and consistent service delivery.
• Identify and report recurring issues or service trends to supervisors for review.
• Follow established ITS Service Center workflows and service standards to ensure consistent and timely support delivery.

Benefits

• CSUB offers a best-in-class benefit package for eligible employees that includes an array of medical plans, choice of dental plans, vision coverage, retirement participation in CalPERS, CSU tuition waiver, up to 24 vacation days per year, sick leave with unlimited accrual, 15 paid holidays per year and more!
• See our benefits website for additional information.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees