Campus IT Help Desk Specialist

Santa Clara University; Santa Clara (CA); On-site; USD 47,000 - 50,000; Full time

Job summary

Santa Clara University seeks aTechnical Support Specialist to deliver on-site technical assistance to faculty, staff, students and guests. You will troubleshoot hardware, software, network access and mobile devices, while providing excellent customer service across phone, email and chat channels.

The role emphasizes documentation, training, and continual process improvement within a dynamic university environment.

Qualifications

• Knowledge of campus computing and technology issues in higher education.
• Experience troubleshooting in a multi-platform Mac/Windows environment.
• Proficient with Microsoft Office and Google Workspace.
• Familiar with antivirus/malware software and printing solutions.

Responsibilities

• Provide technical support to faculty, staff, students and guests via phone, email, chat and voicemail.
• Track customer interactions in call-tracking software and maintain detailed tickets for second-level support.
• Train and supervise student staff; update and document procedures for end users.
• Identify trends in ticket logs and suggest process improvements.

Skills

Customer service

Interpersonal skills

Fast learner

Problem solving

Education

BA/BS degree preferred, or equivalent

Tools

Microsoft Office Suite

GSuite

GoToAssist

Zoom

Duo Admin

Job description

Santa Clara University seeks aTechnical Support Specialist to deliver on-site technical assistance to faculty, staff, students and guests. You will troubleshoot hardware, software, network access and mobile devices, while providing excellent customer service across phone, email and chat channels.

The role emphasizes documentation, training, and continual process improvement within a dynamic university environment.