Customer Service Specialist (3 Positions)

San José State University; San Jose (CA); Sur place; USD 51 000 - 75 000; Plein temps

Avantages offerts par ce poste

Benefits package worth 30-35% of base

Résumé du poste

San José State University in San José, CA is seeking a Customer Service Specialist I to serve as the first contact for students, faculty, staff, and prospective students with login, navigation, or basic processing issues across enterprise systems.

The role delivers frontline IT support, logs and routes service tickets, and assists with scheduling training rooms and WEPA print services. Weekend and after-hours support are required as part of the service desk schedule.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience in technical support and customer service.
• Experience in a University or college environment preferred.

Responsabilités

• Provide login and technical support to students, faculty, and staff.
• Log, route, and track service tickets using the university ticketing system.
• Coordinate service desk activities and assist with scheduling training rooms.
• Assist with WEPA print services and printing issues across campus.
• Provide in-person support at housing locations, computer labs, and gaming rooms.

Connaissances

IT systems knowledge

Troubleshooting

Communication skills

Time management

Analytical thinking

Team collaboration

Confidentiality

Formation

Bachelor’s degree or equivalent in a related field

Outils

WEPA print services

Description du poste

Job no: 563030
Work type: Staff
Location: San José
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

Job Summary

Under the direct supervision of the Director of IT Support Services, the Customer Service Specialist position serves as the first point of contact for students, faculty, staff, and prospective students experiencing login, navigational, or basic processing issues with enterprise systems. The incumbent delivers frontline technical and customer service support by resolving routine issues and escalating more complex problems to appropriate technical or functional staff.

This role supports campus-wide IT operations by coordinating service desk activities, responding to inquiries via phone, email, and in-person, and ensuring timely and accurate logging and routing of service tickets. The position may be assigned to IT-managed support locations throughout the campus, including various SJSU housing buildings.

Weekend and after-hours support are required in accordance with the service desk’s operational schedule.

Key Responsibilities

• Assist Senior Staff in providing login assistance and general technical support to SJSU students, faculty, and staff.
• Monitor and respond to incoming service requests; troubleshoot and resolve basic technical and customer service issues related to enterprise systems.
• Analyze inquiries and route them to appropriate technical or functional teams for efficient resolution.
• Provide general directory assistance, route calls, and offer in-person customer support as needed.
• Support users in accessing university systems and resolving minor processing or data access issues.
• Log, track, and categorize service tickets using the university’s ticketing system; follow up on outstanding or overdue tickets to ensure timely closure.
• Collaborate with the Service Desk team to ensure efficient triage, escalation, and resolution of service desk requests.
• Assist with scheduling training rooms and responding to general inquiries about IT services and availability.
• Identify recurring issues and work with Senior Staff to enhance documentation and support resources.
• Provide support in SJSU housing locations, including gaming rooms and computer labs—support includes managing check-ins/check-outs and troubleshooting basic hardware and software issues.
• Assist with WEPA print services by supporting university-wide printers, resolving basic printing issues, and managing inventory and distribution of WEPA printer supplies across campus.

Knowledge, Skills & Abilities

• General knowledge of information technology systems, applications, and networks
• General knowledge of hardware and software troubleshooting, as well as standard technology support practices
• Ability to troubleshoot basic help desk inquiries
• Strong written and verbal communication skills, with proper grammar and clarity
• Organizational and time management skills, with the ability to plan, prioritize, and manage workload effectively
• Analytical skills to gather information, assess issues, and resolve technical problems
• Demonstrated communication and interpersonal skills to collaborate with students, faculty, and staff; gather relevant information; explain technical concepts to diverse audiences; and document issues and resolutions
• Ability to establish and maintain effective and cooperative working relationships
• Ability to maintain confidentiality and appropriately handle sensitive information
• Ability to work both independently and collaboratively, while building relationships with diverse stakeholders
• Ability to communicate with constituents in a professional and respectful manner
• Proficiency in using computers to respond to and resolve IT-related inquiries and issues
• Basic knowledge of software applications, including word processing, spreadsheets, and database systems
• Flexibility to work weekends and non-standard hours, as needed

Required Qualifications

• Equivalent to a bachelor’s degree in a related field. Relevant education and/or experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.

Preferred Qualifications

• Experience providing technical support and customer service support; Experience in a University or college environment

Compensation

Classification: Technology Support Specialist I
CSU Salary Range: $4,595/month - $6,694/month (Step 1 – Step 20)

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure