Technology Support Specialist II

Careers Listing•Fullerton, CA

About The Position

California State University, Fullerton’s Division of Information Technology seeks a Technology Support Specialist II for its IT-TitanCard team. Under general supervision, this role 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 campus-supported platforms. The role serves as an escalation resource for front-line support and coordinates with specialized technical teams when issues exceed the local support environment. The specialist supports 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. The work includes configuring and maintaining systems and devices, creating 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 service reliability, efficiency, security, and quality. The position is temporary through June 30, 2027, or earlier, with possible annual renewal depending on funding or program needs. The schedule is Monday through Friday, 8:00 AM to 5:00 PM, with occasional early morning, evening, and/or weekend hours. Occasional travel between campus locations and lifting or moving equipment may be required.

Requirements

Equivalent to a bachelor's degree in a related field and two years of relevant experience; additional relevant experience may substitute for required education year for year, and an advanced related degree 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 apply consultative skills to assess user needs and provide appropriate technology support.
Strong organizational skills to plan, organize, and manage 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 with applicable software or technology systems.
Knowledge of university policies, data needs, and data privacy regulations.
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 and familiarity with iOS and Android.
Ability to independently analyze moderately complex technical problems, identify probable causes, evaluate alternatives, implement solutions, and determine when to escalate issues.
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 producing technical procedures, reports, and training materials for varied audiences.
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 applicable to supported systems and services.
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 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 reliability, efficiency, security, and service quality.
Provide guidance and training to users and technology support staff.
Manage less complex technology support projects and other assigned duties.