Technology Support Specialist II

Position Summary

San Diego State University is looking for a customer-focused and technically skilled Technology Support Specialist II to provide advanced technology support for the campus community. In this role, you’ll troubleshoot complex hardware, software, and connectivity issues, support instructional and administrative technologies, and help ensure reliable technology services that support teaching, learning, research, and daily operations across the university.

• Technical Support & Service Delivery
  • Provide advanced technical support for hardware, software, networking, and account-related issues through in-person, virtual, phone, email, and ticketing channels.
  • Diagnose and resolve complex technology issues involving computers, mobile devices, printers, and peripheral equipment.
  • Support core campus technologies, including Google Workspace, Microsoft 365, Zoom, Canvas, Mediasite, Adobe, and related platforms.
  • Escalate complex issues when necessary and ensure timely resolution of support requests.
• Systems, Security & Classroom Technology Support
  • Respond to and assist with IT security incidents, including malware, virus, and cybersecurity-related issues.
  • Support classroom, lab, and instructional technology environments through installation, configuration, troubleshooting, and maintenance activities.
  • Deploy and maintain software systems, operating system updates, and security patches to ensure reliable and secure operations.
  • Assist with technology asset tracking and inventory management activities.
• Training, Documentation & User Support
  • Develop user guides, knowledge base articles, and support documentation to promote self-service and technology adoption.
  • Provide technology consultation and training to faculty, staff, and students on technology tools and best practices.
  • Coordinate with instructional support teams to ensure technology resources meet academic and operational needs.

• Full-time, benefits eligible, permanent/probationary position.
• Position is designated non‑exempt under FLSA and is eligible for overtime compensation.
• Work hours during the academic year are Sunday–Wednesday, 1:00 PM–10:00 PM, and Saturday, 10:00 AM–4:30 PM. Summer hours are Sunday and Saturday, 9:00 AM–5:30 PM, and Monday–Wednesday, 10:30 AM–7:00 PM. Hours may vary based on departmental and operational needs.
• The individual hired into this role will work on campus at SDSU in San Diego.

Equivalent to a bachelor's degree in a related field and two years of relevant experience. Additional qualifying experience may be substituted for the required education on a year‑for‑year basis. An advanced degree in a related field may be substituted for the required experience on a year‑for‑year basis.

• Ability to work effectively with faculty, staff, and administrators.
• Ability to communicate clearly, both orally and in writing.
• Ability to analyze situations accurately and take appropriate action.
• Strong problem‑solving skills – be able to bring suggestions and alternatives to technical problems.
• One or more years of experience providing academic technology support in a higher education setting is preferred.
• Experience working in a service desk environment is preferred.

• Step placement will be determined based on relevant qualifications and professional experience, in alignment with the department’s budget and equity guidelines.
• Initial step placement is not expected to exceed Step 1 (US $5,787 /month).
• Salary step placement for internal applicants will follow the CSUEU Collective Bargaining Agreement.
• CSU Classification Salary Range: $5,787–$8,430 per month (Step 1–Step 20).
• Future increases, including step advancements, are subject to contract negotiations.

Full Benefits Package Includes

• Generous Time Off: 15 paid holidays, vacation, and sick leave.
• Retirement:
  CalPERS pension plan with retiree healthcare, and reciprocal agreements with other California public retirement systems, including the UC.
• Health Coverage:
  Medical, dental, and vision options at low or no cost.
• Education Support: CSU tuition fee waiver for employees and eligible dependents.
• Optional…