IT Support Specialist

San Francisco Bay University; Fremont (CA); On-site; USD 43,000 - 52,000; Full time

Job summary

San Francisco Bay University (SFBU) in Fremont, California, seeks a Web Developer to join our on-site IT team, delivering front-end and back-end support for faculty, staff, and students.

The role emphasizes customer-focused service, AI-enabled workflows, and collaboration on classroom and event technology, with opportunities to innovate in a fast-paced academic environment.

Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• Minimum of 1 year of hands-on experience in technical support, helpdesk, or IT customer service.
• Solid understanding of basic networking (TCP/IP, DNS, DHCP, Wi-Fi), OS configuration (Windows/macOS), and hardware troubleshooting.
• Exceptional interpersonal and customer service skills with ability to explain technical concepts clearly.
• Demonstrated ability to adopt modern AI tools/workflows to optimize daily tasks.

Responsibilities

• Service Desk & Incident Management: Provide Tier 1 and Tier 2 technical support using ITSM practices to log, track, prioritize, elevate, and resolve incidents.
• System & Hardware Administration: Install, configure, maintain, and troubleshoot desktop/laptop hardware and operating systems.
• Account & CRM Support: Manage user accounts, access permissions, SSO, and authentication; assist with Salesforce and enterprise apps.
• Classroom & Event AV Support: Maintain and troubleshoot classroom tech, Zoom Rooms, lecture capture, and hybrid setups.
• Networking & Infrastructure Support: Maintain instructional network labs, Wi-Fi, telecom systems, routers, switches, and cabling.
• Documentation & AI Workflow Integration: Maintain IT docs, knowledge bases, FAQs, and user guides; adopt AI workflows.
• Training & Onboarding: Deliver tech workshops and IT orientations for students, faculty, staff.
• Collaboration: Work with teams on tech upgrades, cloud rollouts, and infrastructure projects.

Skills

Networking basics

Windows OS

Customer service

AI workflows

Ticketing systems

Education

Bachelor's degree in IT/CS

Tools

Freshservice

FreshDesk

Salesforce

Job description

About San Francisco Bay University

San Francisco Bay University (SFBU), a nonprofit, WASC-accredited university situated in the heart of Silicon Valley in Fremont, California, seeks an innovative and experienced Web Developer. SFBU’s mission is to offer inclusive, innovative, and inspirational education for lifelong careers, and our vision is to set the standard as a national model of higher education in service of the common good.

San Francisco Bay University (SFBU), a nonprofit, WASC-accredited university situated in the heart of Silicon Valley in Fremont, California, seeks an innovative and experienced Web Developer. SFBU’s mission is to offer inclusive, innovative, and inspirational education for lifelong careers, and our vision is to set the standard as a national model of higher education in service of the common good.

At SFBU, students come first. We prioritize students’ needs by fostering personal engagement among students, faculty, and staff. We are committed to providing affordable quality education with a deep commitment to diversity, equity, inclusion, and social justice.

We encourage you to learn more about SFBU by reviewing our strategic plan at https://www.sfbu.edu/strategic-plan.

Position Overview

The IT Support Specialist provides first-line and second-line technical support to SFBU’s faculty, staff, students, and guests. This role involves end-user issue resolution through structured IT Service Management (ITSM) workflows, hardware/software lifecycle management, account administration, user training, and technology support for classrooms and campus events. The ideal candidate is customer-focused, detail-oriented, comfortable leveraging modern tools (including AI and cloud platform CRM environments), and thrives in a fast-paced academic environment. This is a full-time, non-exempt, on-site position based at SFBU’s Fremont, California, campus. The position is eligible for overtime pay in accordance with applicable federal and California labor laws.

Primary Responsibilities

• Service Desk & Incident Management: Provide Tier 1 and Tier 2 technical support using IT Service Management (ITSM) best practices to log, track, prioritize, elevate, and resolve incidents and service requests.
• System & Hardware Administration: Install, configure, maintain, and troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), mobile devices, and peripherals.
• Account & CRM Support: Manage user accounts, access permissions, single sign-on (SSO), and authentication; assist with user support within Salesforce and enterprise applications.
• Classroom & Event AV Support: Maintain and troubleshoot classroom technology, video conferencing systems (e.g., Zoom Rooms), lecture capture systems, and hybrid learning setups.
• Networking & Infrastructure Support: Assist in maintaining instructional network labs, Wi-Fi connectivity, telecom systems, and physical network devices (e.g., routers, switches, cabling).
• Documentation & AI Workflow Integration: Maintain up-to-date IT documentation, knowledge base articles, FAQs, and user guides. Adopt AI tools and modern automated workflows to enhance service delivery efficiency.
• Training & Onboarding: Deliver technical workshops, IT orientations, and training sessions for students, faculty, and staff.
• Collaboration: Collaborate with internal teams on technology upgrades, cloud rollouts, and infrastructure projects.

Minimum Qualifications

• Education: Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
• Experience: Minimum of 1 year of hands‑on experience in technical support, helpdesk, or IT customer service.
• Technical Knowledge: Solid understanding of basic networking (TCP/IP, DNS, DHCP, Wi-Fi), OS configuration (Windows/macOS), and hardware troubleshooting.
• Customer Service & Communication: Exceptional interpersonal and customer service skills. Strong written and verbal communication skills to explain technical concepts clearly to diverse audiences.
• Adaptability & AI: Demonstrated ability to adopt modern AI tools/workflows to optimize daily tasks.
• Problem-Solving & Organization: Ability to manage time effectively, prioritize multiple ticket queues, and work independently or collaboratively in a team environment.

Preferred Qualifications

• ITSM Experience: Experience working with formal IT Service Management (ITSM) methodologies/frameworks (e.g., ITIL standards) and managing ticketing systems (e.g., Freshservice, FreshDesk, Saleforce).
• Salesforce Experience: Hands‑on experience or familiarity with Salesforce (e.g., user support, case management, account administration, or Education Cloud).
• Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, or Salesforce Associate/Administrator certifications.
• Academic/Enterprise Tech: Experience supporting learning management systems (LMS like Canvas/Moodle), Microsoft 365, Google Workspace, Active Directory/Entra ID, and Zoom. Sector Experience: Prior experience working in higher education or non‑profit settings.

Work Environment & Physical Demands

• Ability to lift and carry technical equipment up to 50 lbs.
• Regular walking across campus, crouching, reaching, grasping, and pushing.
• Occasional extended periods of sitting or standing.

Salary Range: $31.00 - $38.00 per hour (commensurate with experience and qualifications).

This position description is not intended to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time, with or without notice.

SFBU is an Equal Opportunity / Aff…? SFBU does not discriminate in employment opportunities or practices based on race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other characteristic protected by law. In accordance with federal and state disability laws, San Francisco Bay University provides reasonable accommodations to applicants with disabilities. If you require assistance during the application or interview process, please contact SFBU Human Resources at [e-mail].