Technology Support Specialist IIJob no: 558768
Work type: Staff
Location: San Diego
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, On-site (work in-person at business location)
Position SummarySan Diego State University is looking for a customer-focused and technically skilled
Technology Support Specialist II to provide advanced technology support for the campus community. In this role, you'll troubleshoot complex hardware, software, and connectivity issues, support instructional and administrative technologies, and help ensure reliable technology services that support teaching, learning, research, and daily operations across the university.
Key Responsibilities:- Technical Support & Service Delivery
- Provide advanced technical support for hardware, software, networking, and account-related issues through in-person, virtual, phone, email, and ticketing channels.
- Diagnose and resolve complex technology issues involving computers, mobile devices, printers, and peripheral equipment.
- Support core campus technologies, including Google Workspace, Microsoft 365, Zoom, Canvas, Mediasite, Adobe, and related platforms.
- Escalate complex issues when necessary and ensure timely resolution of support requests.
- Systems, Security & Classroom Technology Support
- Respond to and assist with IT security incidents, including malware, virus, and cybersecurity-related issues.
- Support classroom, lab, and instructional technology environments through installation, configuration, troubleshooting, and maintenance activities.
- Deploy and maintain software systems, operating system updates, and security patches to ensure reliable and secure operations.
- Assist with technology asset tracking and inventory management activities.
- Training, Documentation & User Support
- Develop user guides, knowledge base articles, and support documentation to promote self-service and technology adoption.
- Provide technology consultation and training to faculty, staff, and students on technology tools and best practices.
- Coordinate with instructional support teams to ensure technology resources meet academic and operational needs.
Position Information- Full-time, benefits eligible, permanent/probationary position.
- This position is designated as exempt under FLSA and is not eligible for overtime compensation.
- Work hours during the academic year are Sunday-Wednesday, 1:00 PM-10:00 PM, and Saturday, 10:00 AM-4:30 PM. Summer hours are Sunday and Saturday, 9:00 AM-5:30 PM, and Monday-Wednesday, 10:30 AM-7:00 PM. Hours may vary based on departmental and operational needs.
- The individual hired into this role will work on campus at SDSU in San Diego.
Department SummaryThe 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 realise the benefits of those investments across the San Diego State University community.
IT Service Management encompasses the central Information Technology Services (ITS) Help Desk, which serves as the primary point of contact for technology support across the San Diego State University community. Combining technical expertise, exceptional customer service, and proactive problem-solving, the team enhances the technology experience for students, faculty, staff, emeriti, alumni, and applicants. The ITS Help Desk provides support for a wide range of central IT services, including SDSUid account management, email services, multi-factor authentication (MFA), and site-licensed software, while also developing, maintaining, and continuously improving the IT knowledge base and related support resources.
For more information regarding the Information Technology Division, click here.
Education and ExperienceEquivalent to a bachelor's degree in a related field and two years of relevant experience. Additional qualifying experience 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.
Key Qualifications- Ability to work effectively with faculty, staff, and administrators.
- Ability to communicate clearly, both orally and in writing.
- Ability to analyze situations accurately and take appropriate action.
- Strong problem-solving skills - be able to bring suggestions and alternatives to technical problems.
- One or more years of experience providing academic technology support in a higher education setting is preferred.
- Experience working in a service desk environment is preferred.
Compensation and BenefitsSan Diego State University offers competitive compensation and a comprehensive benefits package designed to support your well-being and professional growth.
Compensation:
Step placement will be determined based on relevant qualifications and professional experience, in alignment with the department's budget and equity guidelines.
- Initial step placement is not expected to exceed Step 1 ($5,787/month).
- Salary step placement for internal applicants will follow the CSUEU Collective Bargaining Agreement.
- CSU Classification Salary Range: $5,787-$8,430 per month (Step 1-Step 20).
- Future increases, including step advancements, are subject to contract negotiations.
Full Benefits Package Includes:
- 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.
Our benefits are a significant part of total compensation. Learn more at the SDSU Benefits Overview.
SDSU ValuesAt SDSU, our diversity gives us power and benefits every single member of our community. Consistent with California law and federal civil rights laws, SDSU provides equal opportunity for all in education and employment. We encourage all members of our community to purposefully learn from one another through open and respectful dialogue and responsible engagement. We strongly preserve the right to free expression and encourage difficult conversations that help lead to improved individual and community learning and cohesion.
Principles of Community
At San Diego State University, we are a community of diverse individuals who have and represent many perspectives, beliefs, and identities. This diversity lends our community strength, and we commit to creating and sustaining an inclusive and intellectually vibrant environment that benefits all members of our university.
SDSU's Principles of Community is an aspirational statement that is intended to evolve over time. The statement reflects the ideals we are encouraged to uphold in our interactions with one another.
