Technical Support Specialist II
Saint Leo University Brasil•San Jose, CA
•Onsite
About The Position
The Technical Support Specialist I provides first-level IT and audiovisual support for Saint Leo University students, faculty, and staff. This role is responsible for resolving service requests, troubleshooting hardware and software issues, supporting Microsoft 365 and endpoint-managed devices, and assisting with classroom and conference room technology. The position delivers exceptional customer service, manages support tickets according to service level agreements (SLAs). Documents solutions and escalates complex issues when necessary.
Requirements
- High school diploma or equivalent required; Associate degree in a technical field preferred.
- 1–3 years of experience in desktop support, help desk, or IT operations.
- Experience supporting Windows, Microsoft 365, Entra ID, Endpoint management platforms, and common networking technologies.
- Strong customer service, communication, troubleshooting, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment and adapt to new technologies.
Nice To Haves
- Knowledge of audiovisual systems and videoconferencing platforms is preferred.
Responsibilities
- Provide technical support via phone, email, remote sessions, and onsite visits.
- Troubleshoot and resolve hardware, software, network, and account-related issues.
- Manage and document incidents, service requests, and escalations through the IT service management system.
- Support Microsoft 365, Microsoft Entra ID, Exchange Online, and user account administration.
- Deploy, configure, and support Windows, macOS, mobile devices, printers, and peripherals.
- Assist with endpoint management using Microsoft Intune or similar platforms.
- Support classroom and conference room AV systems, videoconferencing technologies, and hybrid learning environments.
- Maintain technical documentation, knowledge base articles, and asset inventory records.
- Participate in root cause analysis and recommend service improvements.
- Assist with routine system maintenance, testing, and technology implementations.
Benefits
- Medical, dental, and vision packages
- FREE Tuition - Employee, Spouse, and Dependents
- Tuition Exchange Opportunity - Dependent of Employees
- Generous Paid Leave - Sick, Vacation, and Holidays
- Comprehensive Group Health Plan (Medical, Dental, and Vision)
- Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
- 100% Employer-Funded Health Reimbursement Account
- 100% Employer-Paid Short Term Disability Insurance
- 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
- Employer-provided life insurance
- Discounted On-Campus Dining Meal Plans
- Nationwide Pet Insurance
- Flexible Spending Accounts
- 403b Retirement Plan
- Wellness Center
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
