Technology Support Specialist

California State University; San Jose (CA); On-site; USD 65,000 - 94,000; Full time

Job summary

San José State University is seeking a Technology Support Specialist II to provide end-user support, software and OS maintenance, and hardware troubleshooting across a range of IT services. The role emphasizes strong customer service and documentation within a collaborative team.

The position requires a bachelor’s degree or equivalent with 2 years of relevant experience; advanced degrees may substitute. Expect a dynamic environment with campus-wide IT support responsibilities.

Qualifications

• Bachelor's degree or equivalent; 2 years of relevant experience required, advanced degree may substitute.
• Strong knowledge of Windows/workstation/server management and end-user technologies.

Responsibilities

• End-user support for desktops, labs, and applications.
• Software and operating system support across Windows, macOS, and Linux.
• Computer hardware troubleshooting and maintenance.
• Team collaboration and documentation of processes.

Skills

Windows Server

End-user Support

Azure/Intune

SCCM

Jamf

macOS/Linux/Unix

Active Directory

Office Suite

Networking basics

Troubleshooting

Documentation

Customer Service

Education

Bachelor's degree in related field

Job description

Job Summary

The Technology Support Specialist provides technical support for desktop computing, local area networks, servers, labs, applications, and other Information Technology systems and services for a range of Administrative Departments that are supported by the IT Division. The incumbent will establish and maintain working relationships with customers, provide end-user support for systems and applications, configure and maintain systems, recommend changes to improve productivity and services, troubleshoot and resolve problems, develop practices and procedures, create documentation, manage workstation procurement requests, and perform highly technical work to support customers and systems. This position also provides support for other areas and projects covered by the IT Division, as needed.

Key Responsibilities

• End-user support
• Software & Operating Systems Support
• Computer systems and hardware support
• Team Collaboration and Documentation

Knowledge, Skills & Abilities

• Advanced knowledge of and demonstrated technical proficiency in Microsoft Windows–based workstation and server management, including file shares, print servers, and application servers.
• Strong knowledge of deployment and endpoint management systems, including Azure/Intune, SCCM, and Jamf.
• Strong knowledge of alternative operating systems, including macOS, Linux, and Unix.
• Comprehensive knowledge of operating systems, Active Directory, Microsoft Office, Adobe Creative Suite, Google Workspace, databases, and other productivity technologies.
• Extensive knowledge of security access, network protocols, monitoring systems, and controls.
• Extensive understanding of wired and wireless network connectivity across various operating systems.
• Ability to operate workstation imaging solutions.
• Ability to disassemble, repair, and replace internal computer components.
• Ability to troubleshoot complex technical problems, research alternatives, gather requirements, and develop appropriate solutions and recommendations.
• Ability to train nontechnical users on applications and hardware and train technicians on new technologies.
• Ability to establish and maintain effective customer service relationships and communicate professionally and respectfully with constituents, employees, and external agencies.
• Ability to maintain confidentiality and appropriately handle sensitive communications and information.
• Ability to plan, organize, and direct assigned projects; manage multiple projects simultaneously; and complete large, complex projects within strict time constraints.
• Ability to plan, organize, and maintain an inventory of systems and other IT assets.
• Strong project management, communication, and interpersonal skills.
• Ability to adapt quickly to changing environments and new technologies and maintain current knowledge of relevant technologies.

Required Qualifications

• Equivalent to a bachelor's degree in a related field. Additional 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.
• Two (2) years of relevant experience. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

Preferred Qualifications

• Minimum of four years’ experience supporting information systems and technology, including computer hardware, peripherals, operating systems, and end-user software.
• Experience with providing excellent customer service to end-users.
• Experience developing documentation and providing training for end-users.
• Experience with Active Directory / Intune environments.
• Experience with Enterprise computer deployment and management with Intune, SCCM, Jamf other similar systems.

Compensation

Classification: Technology Support Specialist II

CSU Salary Range: $5,787/month - $8,430/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.

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to [e-mail].

Contact Information

People and Culture
[e-mail]

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1‑B VISAS)

All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Education Code 89521 Requirements:

Applicants will be required to disclose whether they have received a final administrative decision or final judicial decision determining that they have committed sexual harassment within the last 7 years only after a determination is made that they meet the minimum qualifications for the position, and before an offer of employment is extended. Applicants who reach the final stages of the application process must also sign a release form that authorizes the release of information by the applicant’s current and/or former employers to the CSU concerning any substantiated allegations of misconduct.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at [e-mail].

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at [e-mail].

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

Equal Employment Statement

San José State University is an equal opportunity employer. The university prohibits discrimination based on age, ancestry, caste, color, disability, ethnicity, gender, gender expression, gender identity, genetic information, marital status, medical condition, military status, nationality, race, religion, religious creed, sex, sexual orientation, sex stereotype, and veteran status. This policy applies to all San José State University students, faculty, and staff, as well as university programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self-disclose. San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.