IS Operations Specialist

Overview

• This position is open until filled with an initial application review to take place after March 19, 2025. 
• The salary range for this position is $22.50 - $25.50 per hour depending upon qualifications and internal equities and is non-negotiable. 
• Onsite working hours for this position will be Monday - Thursday 1:00pm to 10:00pm & Friday 8am - 5pm.

Global Campus is “to be a world leader in delivering innovative educational experiences to all learners, expanding opportunity and transforming lives. Our programs and technologies are ever-evolving to meet ever-changing needs; our high level of service and support is constant.”  SDSU Global Campus serves as a principal University liaison with the greater San Diego community and provides a wide variety of traditional and nontraditional, credit and noncredit educational experiences designed to fit the lifestyle and expectations of working adults and other lifelong learners.  In addition, Global Campus provides a range of academic and special programs for individuals and groups at various times, in various locations, and via various modalities, including technology-based programs -- throughout the year.  The primary audiences include workforce, military, working adults, and international constituencies and professionally to end-users. This position also consults with students, staff, and instructors to enhance the use and access of technology and information systems.

Under the primary supervision of the Information Technology Director, the IT Support Specialist provides user support for computer systems and software applications. As a liaison between IT and end-users, the IT Support Specialist excels in managing the IT Helpdesk ticket system and communicating detailed information clearly and professionally to end-users. This position also consults with students, staff, and instructors to enhance the use and access of technology and information systems.

Responsibilities

IT Support 40%

• Use the ServiceNow ticketing system to manage and resolve IT service requests.
• Troubleshoot, debug, and configure hardware and software, LANs, WiFi, and Internet Connectivity.
• Provide technical support for the college’s online learning infrastructure (Learning Management Systems, Web Conferencing technologies, and integrated learning tools).
• Retrieve student information from the University Student Information System (SIS) to troubleshoot access issues.
• Support networked copiers and printers.

Equipment Management 30%

• Manage equipment through the full lifecycle of use (e.g., monitoring, patching, upgrading, etc.).
• Maintain and support AV and technical equipment in computer labs, smart classrooms, offices, and conference rooms.
• Image and deploy computer equipment.
• Maintain current and accurate inventory of technology hardware, software, and resources.

End-User Support and Training 15%

• Receive and document incoming support requests from students, instructors, and staff related to Global Campus/SDSU applications and IT infrastructure.
• Analyze student, instructor, and staff needs to recommend appropriate solutions and ensure a positive end-user experience.
• Provide training and orientation to end-users on new and existing technologies and applications.

Network and Infrastructure 10%

• Troubleshoot, debug, and configure hardware and software, LANs, WiFi, and Internet Connectivity.

Administrative/Management Tasks 5%

• Manage workload to ensure all customer issues are resolved promptly and thoroughly.
• Work collaboratively across various departments to ensure proper management and escalation of end-user issues.
• Provide work direction and prioritized tasks to student assistants.
• Create schedules for help desk and lab technicians to ensure adequate support coverage.
• Other duties as assigned.

Qualifications

Knowledge & Abilities

• Excellent problem solving and troubleshooting skills
• Ability to multi-task and adapt to a fast-paced environment
• Good verbal and written communication skills
• Excellent customer service skills
• Systems-level experience with operating systems
• Working knowledge of Extron smart classroom equipment
• Working knowledge of Canvas LMS
• Working knowledge of Windows and MacOS
• Working knowledge of Zoom web conferencing software
• Working knowledge of Adobe creative suite

Minimum Education & Experience

• Directly related coursework or a combination of education and relevant technical experience
• Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
• Good verbal and written communication skills.

Preferred Qualifications & Special Skills

• Associate degree or Equivalent SAAS Business Experience.
• 2 years' experience in a Call Center or Customer Service Environment
• Excellent time management, decision-making, and organizational skills to ensure the most effective and timely delivery of service to clients.
• The ability to make a personal connection with the customer and engage in troubleshooting throughout the interaction.
• Experience with ServiceNow, Salesforce, and other CRM systems
• Experience working with Higher Reach, PeopleSoft, and other Student Information Systems.

ADDITIONAL APPLICANT INFORMATION

• Candidate must reside in California and live within a commutable distance from SDSU at time of hire. 
• Job offer is contingent upon satisfactory clearance based on background check results (including a criminal record check).
• San Diego State University Research Foundation is an equal opportunity employer. Consistent with California law and federal civil rights laws, SDSU Research Foundation provides equal opportunity in employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin or any other categories protected by federal or state law.  
•  Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. Our commitment to equal opportunity means ensuring that every employee has equal access to resources and support. 
•  SDSU Research Foundation complies with Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), and other applicable state and federal anti-discrimination laws including grant or contract terms and conditions related to funded program activities. Further the SDSU Research Foundation maintains a Nondiscrimination Policy that prohibits discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of unlawful discrimination, harassment, and retaliation in all programs, policies, and practices.  
•  SDSU Research Foundation makes all employment decisions including, but not limited to, applicant screening, hiring, promotion, demotion, compensation, benefits, disciplinary actions, and terminations on the basis of merit.  

Salary : $23 - $26