IT Help Desk & Field Support Specialist II

Ajcunet; San Francisco (CA); On-site; USD 39,000 - 45,000; Full time

Job summary

The University of San Francisco seeks a Client Support Specialist II to split time between Help Desk intake, 1st/2nd level support, and field service work. You will also manage classroom equipment reservations and assist Endpoint Engineering on testing and projects as schedule allows.

Responsibilities include ticketing, status updates, and knowledge-base development, plus mentoring Help Desk student assistants in a fast-paced, cross-functional environment.

Qualifications

• Excellent customer service skills.
• Strong interpersonal communication abilities.
• 2–4 years in help desk/ IT support or equivalent education/experience.
• Experience with a ticketing system such as ServiceNow.
• Patience and professionalism in problem solving with diverse users.
• Fast learner who thrives in a dynamic environment.
• Ability to organize and document issues clearly.
• Knowledge of Windows 11, macOS, Chrome OS, MS 365, Google Workspace, networking basics, VPN, and security essentials.
• Ready to pursue Dell hardware, Apple ACMT, and CompTIA A+ certifications within 12 months.

Responsibilities

• Provide 1st and 2nd tier support via multiple channels.
• Open trouble tickets and escalate to 3rd tier as needed.
• Maintain detailed data in trouble tickets for tracking and reporting.
• Monitor email and voicemail requests and update stakeholders.
• Identify issues that indicate larger problems (server/network outages).
• Resolve Level II issues in the field when required.
• Assist in developing support docs and procedures.
• Participate in projects to expand the knowledge base and skills.
• Help train and supervise Help Desk student assistants.

Skills

Customer service

Interpersonal communication

Help desk experience

ServiceNow

Problem solving

Self-directed

Team oriented

Organization

Technical troubleshooting

Windows 11

macOS

Chrome OS

Microsoft 365

Google Workspace

TCP/IP

VPN/Remote Access

Endpoint security

Dell hardware certs

Apple ACMT

CompTIA A+

Job description

The University of San Francisco seeks a Client Support Specialist II to split time between Help Desk intake, 1st/2nd level support, and field service work. You will also manage classroom equipment reservations and assist Endpoint Engineering on testing and projects as schedule allows.

Responsibilities include ticketing, status updates, and knowledge-base development, plus mentoring Help Desk student assistants in a fast-paced, cross-functional environment.