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About the Role

The IT Service Desk Specialist serves as the first point of contact for IT-related inquiries, incident reports, and service requests, ensuring prompt, high-quality technical support to students, staff, and faculty across multiple California State University campuses. This role is crucial for maintaining consistent user support services and effectively resolving technical issues within the San Francisco Bay Region Network.

Responsibilities

Provides remote technical support to end users for computers, devices, peripherals, and printers.
Triages and categorizes service requests and incident tickets.
Monitors service desk queues and response SLAs, escalating issues as needed.
Informs users of request status and delivers exceptional customer service.
Assists with basic setup and troubleshooting for workstations, conference rooms, and classroom technology.
Diagnoses and resolves complex desktop hardware and software issues.
Provides technical guidance regarding standard technology equipment and software.
Diagnoses basic network connectivity issues.
Creates user documentation and quick-reference materials.
Assists with small technology implementation projects.
Provides guidance to student assistants or temporary staff.
Communicates the status of IT outages, maintenance, updates, and upgrades to campus users and stakeholders.
Documents support actions, maintains accurate records within ticketing systems, and updates IT knowledge base articles.
Escalates unresolved or complex tickets to appropriate IT teams and follows up to ensure completion.
Provides onboarding assistance and training to new Service Desk staff.
Identifies opportunities and supports implementation of continuous improvements to Service Desk processes.
Participates in maintaining and improving documentation, diagrams, and workflow for incident and request handling.
Upholds and adheres to endpoint compliance, security standards, and university IT policies.
Contributes to promoting equity, diversity, and inclusion.
Promotes the organization’s core values and integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability.
Complies with Network, university, and unit policies and procedures regarding privacy of information, authorized use of Network resources, and security of Network systems and data.
Demonstrates safe work practices for oneself, others, and the office environment.
Performs other related responsibilities as requested and when necessary.

Requirements

Strong knowledge of hardware, software, and network troubleshooting.
Experience supporting enterprise technology systems and standard applications.
Demonstrated ability to apply professional judgment to analyze technical issues and resolve support requests independently.
Strong organizational and time management skills with the ability to manage multiple assignments, priorities, and deadlines.
Strong communication and interpersonal skills with the ability to explain technical concepts to users with varying levels of technical expertise.
Strong analytical and problem-solving skills.
Ability to provide guidance and training to student assistants or less experienced staff.
Must be able to provide proof of US Citizenship or authorization to work in the United States within three business days from their date of hire.
Successful completion of a background check is required.

Skills

Technical Support
Troubleshooting
Incident Management
Service Request Management
Customer Service
Documentation
Knowledge Base Management
Escalation Procedures
Process Improvement
Equity, Diversity, and Inclusion

Location

SF State University
San Francisco, CA

Work Type

Full-time
On-campus

Experience Level

Entry Level
Mid Level

Salary/Compensations

$73,692.00 Annually

Benefits

Medical
Dental
Vision
Pension
401k
Healthcare Savings Account
Life Insurance
Disability Insurance
Vacation and Sick Leave
State Holidays
Fee Waiver program

About the Company

The San Francisco Bay Region Network (SFBRN) provides centralized administrative and transactional functions for CSUEB, SFSU, and SSU, creating a unified, cost-effective operational structure.
The Information Technology unit within the Network delivers secure, reliable, and innovative technology solutions that support all three universities.
The unit manages infrastructure, application services, user support, information security, data management, and strategic IT operations.
Information Technology drives digital transformation, promotes operational excellence, and supports institutional goals.
The User Support and Endpoint Management teams deliver responsive, high quality technical assistance to faculty, staff, and students.
These teams provide on-site and remote support, manage incident logging and triage, configure and secure endpoints, and maintain the Network’s knowledge base for self-service.
The Endpoint Management team ensures consistent device provisioning, security, and lifecycle maintenance across desktops, laptops, and mobile devices.
By enabling reliable access, timely troubleshooting, and proactive guidance, these teams enhance the user experience, reduce disruptions, and empower the university communities to leverage technology for teaching, learning, and administrative success.

Equal Opportunity

SF State University is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.
Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.
Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised.
Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.