Tier II IT Help Desk Specialist

University of San Francisco; 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 join the Help Desk team in providing 1st and 2nd line support across phone, email, and on-site calls. You will manage tickets, coordinate classroom equipment reservations, and support field service requests while collaborating with Endpoint Engineering.

Qualifications include 2–4 years in IT support, Service-Now experience, and comfort with Windows, macOS, and enterprise tools.

Qualifications

• 2-4 years of experience in a help desk or IT support position.
• Experience using a service ticketing system such as Service-Now as a technician.
• Proficient with Windows/macOS/Linux environments and basic network concepts.

Responsibilities

• Provide 1st and 2nd tier support over phone, email, walk-in, field, and remote desktop.
• Open trouble tickets and escalate to 3rd tier when needed.
• Input and maintain detailed data in tickets for tracking and reporting.
• Assist in training Help Desk student assistants and developing support documentation.

Skills

Customer service

Interpersonal communication

Experience 2-4 years

Team oriented

Organizational skills

Learning new applications

Problem solving

Education

Dell certifications (Hardware)

Apple ACMT

CompTIA A+

Tools

Service-Now

Windows 11

macOS

Chrome OS

Microsoft 365 (Outlook & Teams)

Google Workspace

VPN / Remote Access

TCP/IP

Job description

The University of San Francisco seeks a Client Support Specialist II to join the Help Desk team in providing 1st and 2nd line support across phone, email, and on-site calls. You will manage tickets, coordinate classroom equipment reservations, and support field service requests while collaborating with Endpoint Engineering.

Qualifications include 2–4 years in IT support, Service-Now experience, and comfort with Windows, macOS, and enterprise tools.