IT Support Specialist

San Francisco Bay University; Fremont (CA); On-site; USD 88,828,000 - 108,886,000; Full time

Job summary

San Francisco Bay University (SFBU) in Fremont, California, invites applications for an IT Support Specialist who will serve faculty, staff, and students with first- and second-line technical support. The role emphasizes ITSM processes, classroom AV, and CRM administration.

The ideal candidate will combine strong customer service with hands-on hardware/software troubleshooting, support for Zoom Rooms, Salesforce, and ongoing AI-enabled workflows, in a dynamic campus environment.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• Minimum 1 year of hands-on technical support experience.
• Solid understanding of basic networking (TCP/IP, DNS, DHCP, Wi‑Fi), OS configuration, and hardware troubleshooting.
• Exceptional interpersonal and written/verbal communication skills.
• Demonstrated ability to adopt modern AI tools/workflows to optimize tasks.

Responsibilities

• Provide Tier 1 and Tier 2 technical support using ITSM best practices.
• Install, configure, maintain, and troubleshoot hardware and operating systems.
• Manage user accounts, access permissions, SSO, and CRM support.
• Maintain and support classroom AV, video conferencing, and livestream setups.
• Assist with campus events and live presentations on-site.
• Help maintain instructional network labs, Wi‑Fi, and network devices.
• Maintain up-to-date IT documentation and AI-enabled workflows.
• Deliver technical onboarding and training for students, faculty, and staff.
• Collaborate with internal teams on technology upgrades and cloud rollout projects.

Skills

Customer service

Technical support

Communication skills

AI workflows

Education

Bachelor's degree

Tools

Salesforce

Freshservice

FreshDesk

Google Workspace

Active Directory

Job description

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.

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

Duties include, but are not limited to:

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.

Provide on-site technical and AV setup support for campus events and livestreams. 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 /affirmative action employer: SFBU is committed to providing equal employment opportunities for all employees and applicants for employment. 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].