Technology Support Specialist II

California State University, Fullerton•Fullerton, CA

7d•$5,787 - $8,430•Onsite

About The Position

Under general supervision, the Technology Support Specialist II provides advanced technical support and expertise to faculty, staff, students, and supported campus service areas. The specialist independently analyzes, diagnoses, and resolves complex hardware, software, application, printing, authentication, connectivity, peripheral, and service-related issues across Windows, macOS, iOS, Android, and other campus-supported platforms. The role serves as an escalation resource for front-line support, uses professional judgment to identify probable causes and solutions, and coordinates with specialized technical teams when issues exceed the local support environment. The position provides specialized support for TitanCard/TitanTender, GoPrint and campus printing, Digital Print Services (DPS), the Student Genius Center (SGC), Center for Equitable Digital Access (CEDA), computer labs, device deployment programs, and related services. Work includes configuring and maintaining systems and devices; creating, testing, and deploying Windows and macOS images and standardized configurations; testing upgrades and integrations; monitoring service interruptions; documenting procedures and known issues; and recommending improvements to reliability, efficiency, security, and service quality. This is a temporary position scheduled to end on or before June 30, 2027, with possible annual renewal depending on funding and program needs.

Requirements

Equivalent to a bachelor's degree in a related field and two years of relevant experience; additional qualifying experience may substitute for education year for year, and an advanced degree in a related field may substitute for required experience year for year.
Strong knowledge and expertise in hardware and software troubleshooting.
Knowledge of network connectivity, server administration, and system troubleshooting.
Ability to assess user needs using consultative skills and provide appropriate technology support.
Strong organizational skills to plan, organize, and manage technology support delivery and complete related small projects.
Strong communication and interpersonal skills, including the ability to explain technical information clearly to diverse audiences 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 applicable software or technology systems.
Knowledge of university policies, data needs, and data privacy regulations.
A valid California driver’s license.
Satisfactory completion of a background check, including a criminal records check.

Nice To Haves

Strong working knowledge of Windows and macOS desktop operating systems and familiarity with iOS and Android.
Ability to independently analyze moderately complex technical problems, determine probable causes, evaluate alternatives, implement solutions, and identify when escalation is appropriate.
Ability to plan and complete small technical projects and deployments, coordinate work across service areas, and manage multiple assignments with limited supervision.
Strong written and verbal communication skills, including explaining technical information to non-technical users and producing procedures, reports, and training materials.
Demonstrated ability to provide technical guidance, training, and mentoring to users and less-experienced support personnel.
Familiarity with university policies, data handling requirements, and data privacy practices.
Experience in higher education, academic technology, or a complex multi-service IT support environment.
Experience with endpoint imaging, device deployment, computer labs, and cross-platform workstation support.
Relevant technical certifications such as Dell, Apple, CompTIA, Microsoft, or equivalent.

Responsibilities

Provide advanced technical support to faculty, staff, students, and supported campus service areas.
Independently diagnose and resolve complex hardware, software, application, printing, authentication, connectivity, peripheral, and service-related issues across supported platforms.
Serve as an escalation resource for front-line support and coordinate issue resolution with system, network, application, database, security, vendor, and other specialized technical teams.
Provide specialized technical support for TitanCard/TitanTender, GoPrint and campus printing, Digital Print Services, the Student Genius Center, the Center for Equitable Digital Access, computer labs, device deployment programs, and related services.
Configure and maintain supported systems and devices.
Create, test, and deploy Windows and macOS images and standardized configurations.
Test upgrades and integrations and monitor service interruptions.
Document technical procedures and known issues.
Recommend improvements to service reliability, efficiency, security, and quality.
Provide guidance and training to users and technology support staff.
Manage less complex technology support projects and related small projects.
Perform other duties as assigned.