Technology Support Specialist II

San Diego State University • San Diego, CA

6d • Onsite

About The Position

San Diego State University is seeking a skilled and service-focused Technology Support Specialist II to deliver technical support to our campus community. In this role, you will troubleshoot complex hardware and software issues, support enterprise systems and endpoint management tools, and provide consultative guidance to faculty and staff. Working independently on day-to-day assignments, you’ll help ensure reliable, secure, and user-centered IT services across the university. This position also provides support to the University Police Department and requires a DOJ/FBI background check. The mission of the Information Technology Division is to develop the long-term infrastructure, services, and strategy necessary to support the University’s mission of learning, discovery, and engagement. The IT Division has the stewardship responsibility for core IT assets on campus and the obligation to provide the services, training, and community building necessary to realize the benefits of those investments across the San Diego State University community. IT Services (ITS), Service Management comprises Desktop Services, Learning Environments, Endpoint Management, and the ITS Help Desk. These areas combine technical expertise, customer service, and proactive problem-solving to enhance the overall technology experience for the SDSU community, including students, staff, faculty, and emeritus staff and faculty.

Requirements

• Equivalent to a bachelor's degree in a related field and two years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
• Knowledge and expertise in hardware and software troubleshooting.
• Knowledge of network connectivity, server administration, and system troubleshooting.
• Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technology support.
• Organizational skills to plan, organize, and manage technology support delivery and complete related small projects.
• Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education materials.
• Strong analytical skills to evaluate technology and configure and deploy system updates.
• Skill in providing direction and training to others.
• Proficiency in using applicable software or technology systems.
• Knowledge of university policies, data needs, and data privacy regulations.
• Ability to prepare, edit, and maintain written technical documentation on a routine basis.

Nice To Haves

• Jamf and/or Microsoft Intune certifications are preferred.
• A degree in computer science, information systems, educational technology or a related technical field is preferred.

Responsibilities

• Provide in-person and remote technical support for desktops, laptops, mobile devices, peripherals, classroom and conference room technology.
• Diagnose and resolve complex hardware, software, authentication (IM/SDSUid, MFA), and application issues.
• Install, configure, and upgrade campus-licensed software and core applications.
• Process and prioritize service requests while ensuring timely resolution and excellent customer service.
• Support and guide staff and student assistants with escalations.
• Deliver one-on-one and group training to faculty and staff on campus technologies and services.
• Assist with endpoint management and device configuration (e.g., Microsoft Endpoint Manager, JAMF, Active Directory, Azure).
• Support and maintain core campus platforms such as Google Workspace, Microsoft 365/Azure, Zoom, ServiceNow, Canvas, Mediasite, Globus, and Adobe.
• Collaborate with Network Infrastructure and IT Security to troubleshoot connectivity and wireless access issues.
• Maintain service management systems and contribute to asset tracking and reporting.
• Provide consultative support to optimize system performance and user experience.
• Develop and maintain technical documentation and “how-to” resources.
• Create training and communication materials to enhance technology adoption across campus.

Benefits

• Generous Time Off : 15 paid holidays, vacation, and sick leave.
• Retirement : CalPERS pension plan with retiree healthcare, and reciprocal agreements with other California public retirement systems, including the UC.
• Health Coverage : Medical, dental, and vision options at low or no cost.
• Education Support : CSU tuition fee waiver for employees and eligible dependents.
• Optional Offerings : FlexCash, life and disability insurance, legal and pet plans.
• Campus & Community : Access to the library, campus events, employee groups, and volunteer and social activities.

What This Job Offers

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