Working Title IT Service Desk Specialist

SF State University

The primary work location and designated home-campus for this role is SFSU

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager. Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties. The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

San Francisco Bay Region Network - Information Technology Services

The San Francisco Bay Region Network (SFBRN) provides centralized administrative and transactional functions for CSUEB, SFSU, and SSU, creating a unified, cost-effective operational structure. The Information Technology unit within the Network delivers secure, reliable, and innovative technology solutions that support all three universities. The unit manages infrastructure, application services, user support, information security, data management, and strategic IT operations. Partnering closely with each university’s leadership, including Presidents and Provosts, Information Technology drives digital transformation, promotes operational excellence, and supports institutional goals.

Within Information Technology, the User Support and Endpoint Management teams deliver responsive, high quality technical assistance to faculty, staff, and students. These teams provide on-site and remote support, manage incident logging and triage, configure and secure endpoints, and maintain the Network’s knowledge base for self-service. The Endpoint Management team ensures consistent device provisioning, security, and lifecycle maintenance across desktops, laptops, and mobile devices. By enabling reliable access, timely troubleshooting, and proactive guidance, these teams enhance the user experience, reduce disruptions, and empower the university communities to leverage technology for teaching, learning, and administrative success.

Appointment Type

This is a one-year probationary position.

Time Base

Full-time (1.0)

Anticipated Salary

$6,141.00 Per Month ($73,692.00 Annually) Salary is commensurate with experience.

Position Summary

The IT Service Desk Specialist operates within a dual-reporting structure, receiving general supervision from the Director of IT User Support and Endpoint Management, while also reporting in a matrixed capacity to the Director of the Network Support Center. In this role, the IT Service Desk Specialist serves as a member of the Service Desk team responsible for providing prompt, high-quality technical support to students, staff, and faculty across California State University East Bay (CSUEB), San Francisco State University (SFSU), Sonoma State University (SSU), and their auxiliaries. Acting as the first point of contact for IT-related inquiries, incident reports, and service requests, the Specialist ensures consistent delivery of user support services and effective resolution of technical issues.

The IT Service Desk Specialist is responsible for triaging and categorizing service tickets, delivering remote and on-site technical assistance, and upholding service desk performance standards in alignment with Network policies. Key duties include monitoring service queues, responding to IT-related incidents, escalating issues as required, maintaining IT knowledge base articles, and communicating service outages or updates. The role works closely with technical teams to facilitate the coordination of device delivery, onboarding of new users, and resolution of end-user technology issues. Through continuous engagement and consultation, the IT Service Desk Specialist supports the digital experience and operational continuity for the campus community.

Position Information

Service Desk Operations and End User Support

• Provides remote technical support to end users, assisting with computers, devices, peripherals, and printers.
• Triages and categorizes service requests and incident tickets, ensuring efficient intake and routing of issues.
• Monitors service desk queues and response SLAs, escalating issues as needed and ensuring timely follow-up and appropriate escalation.
• Informs users of the status of their requests and delivers exceptional customer service throughout the troubleshooting process.
• Assists with basic setup and troubleshooting for workstations, conference rooms, and classroom technology as needed.
• Diagnoses and resolves more complex desktop hardware and software issues.
• Provides technical guidance regarding standard technology equipment and software.
• Diagnoses basic network connectivity issues.
• Creates user documentation and quick-reference materials.
• Assists with small technology implementation projects.
• Provides guidance to student assistants or temporary staff when assigned.

Communication, Documentation, and Escalation

• Communicates the status of IT outages, maintenance, updates, and upgrades to campus users and stakeholders.
• Documents support actions, maintains accurate records within ticketing systems, and updates IT knowledge base articles where applicable.
• Escalates unresolved or complex tickets to appropriate IT teams following established protocols and follows up to ensure completion.
• Provides onboarding assistance and training to new Service Desk staff on established procedures and service standards.

Process Improvement and Compliance

• Identifies opportunities and supports implementation of continuous improvements to Service Desk processes and user support services.
• Participates in maintaining and improving documentation, diagrams, and workflow for incident and request handling.
• Upholds and adheres to endpoint compliance, security standards, and university IT policies.

Other

• Contributes to promoting equity, diversity, and inclusion across the organization.
• Promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into all aspects of work.
• Complies with Network, university, and unit policies and procedures regarding privacy of information, authorized use of Network resources, and the security of Network systems and data.
• Demonstrates safe work practices for oneself, others, and the office environment.
• Performs other related responsibilities as requested and when necessary.

The Network reserves the right to add or change duties at any time.

Minimum Qualifications

• Strong knowledge of hardware, software, and network troubleshooting, including experience supporting enterprise technology systems and standard applications.
• Demonstrated ability to apply professional judgment to analyze technical issues, determine appropriate solutions, and resolve technology support requests independently.
• Strong organizational and time management skills, with the ability to manage multiple assignments, priorities, and deadlines in a customer support environment.
• Strong communication and interpersonal skills with the ability to explain technical concepts to users with varying levels of technical expertise and provide effective customer support.
• Strong analytical and problem-solving skills to diagnose technical issues, evaluate alternatives, and implement appropriate technology support solutions.
• Ability to provide guidance and training to student assistants or less experienced staff, as assigned.

Preferred Qualifications

• Experience working in higher education, multi-campus systems, or similarly complex public sector organizations.

Environmental/Physical/Special

Position may require travel among Network universities, as needed, to support operational and collaborative needs. This position may occasionally require work outside standard business hours to address emergencies and critical service needs.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve. We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

CSUEU Position (For CSUEU Positions Only)

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

This position is open to applicants from SF State, CSU East Bay and Sonoma State Universities. SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS). Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations. CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19. The systemwide policy can be found at this link. The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872. Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.