IT Support Specialist II - Help Desk & Field Tech

University of San Francisco; United States; On-site; USD 39,000 - 45,000; Full time

Job summary

University of San Francisco seeks a Client Support Specialist II to provide Level II help desk support, split between intake, field service, and scheduling classroom equipment. You will log, track, and resolve issues, escalate to higher tiers, and contribute to knowledge base improvements.

You will work with Endpoint Engineering on projects, maintain ticket data, and communicate status to end-users. A positive, adaptable technician is essential for this fast-paced environment.

Qualifications

• 2-4 years of experience in a help desk or IT support position.
• Experience using a service ticketing system such as ServiceNow.
• Strong customer service and interpersonal communication skills.
• Able to learn and support new applications quickly.
• Must be able to lift moderately heavy equipment (desktops, monitors, printers).
• Must be able to pass Dell, Apple ACMT, and CompTIA A+ certifications within 12 months of hire.

Responsibilities

• Provide 1st and 2nd tier support via phone, email, walk-in, field, and remote access.
• Open trouble tickets for end-users and update ticket statuses.
• Elevate tickets to 3rd tier technicians as needed.
• Maintain accurate data in trouble tickets for tracking and reporting.
• Advise users on ticket status and system outages.
• Collaborate with Endpoint Engineering on projects as time allows.

Skills

Customer service

Interpersonal communication

Problem solving

Organization skills

Technical troubleshooting

Teamwork

Tools

ServiceNow

Job description

University of San Francisco seeks a Client Support Specialist II to provide Level II help desk support, split between intake, field service, and scheduling classroom equipment. You will log, track, and resolve issues, escalate to higher tiers, and contribute to knowledge base improvements.

You will work with Endpoint Engineering on projects, maintain ticket data, and communicate status to end-users. A positive, adaptable technician is essential for this fast-paced environment.