Customer Service Specialist

Under the direct supervision of the Director of IT Support Services, the Customer Service Specialist position serves as the first point of contact for students, faculty, staff, and prospective students experiencing login, navigational, or basic processing issues with enterprise systems. The incumbent delivers frontline technical and customer service support by resolving routine issues and escalating more complex problems to appropriate technical or functional staff.

This role supports campus-wide IT operations by coordinating service desk activities, responding to inquiries via phone, email, and in-person, and ensuring timely and accurate logging and routing of service tickets. The position may be assigned to IT-managed support locations throughout the campus, including various SJSU housing buildings.

Weekend and after-hours support are required in accordance with the service desk’s operational schedule.

• Assist Senior Staff in providing login assistance and general technical support to SJSU students, faculty, and staff.
• Monitor and respond to incoming service requests; troubleshoot and resolve basic technical and customer service issues related to enterprise systems.
• Analyze inquiries and route them to appropriate technical or functional teams for efficient resolution.
• Provide general directory assistance, route calls, and offer in-person customer support as needed.
• Support users in accessing university systems and resolving minor processing or data access issues.
• Log, track, and categorize service tickets using the university’s ticketing system; follow up on outstanding or overdue tickets to ensure timely closure.
• Collaborate with the Service Desk team to ensure efficient triage, escalation, and resolution of service desk requests.
• Assist with scheduling training rooms and responding to general inquiries about IT services and availability.
• Identify recurring issues and work with Senior Staff to enhance documentation and support resources.
• Provide support in SJSU housing locations, including gaming rooms and computer labs – support includes managing check-ins/check-outs and troubleshooting basic hardware and software issues.
• Assist with WEPA print services by supporting university-wide printers, resolving basic printing issues, and managing inventory and distribution of WEPA printer supplies across campus.

• General knowledge of information technology systems, applications, and networks
• General knowledge of hardware and software troubleshooting, as well as standard technology support practices
• Ability to troubleshoot basic help desk inquiries
• Strong written and verbal communication skills, with proper grammar and clarity
• Organizational and time management skills, with the ability to plan, prioritize, and manage workload effectively
• Analytical skills to gather information, assess issues, and resolve technical problems
• Demonstrated communication and interpersonal skills to collaborate with students, faculty, and staff; gather relevant information; explain technical concepts to diverse audiences; and document issues and resolutions
• Ability to establish and maintain effective and cooperative working relationships
• Ability to maintain confidentiality and appropriately handle sensitive information
• Ability to work both independently and collaboratively, while building relationships with diverse stakeholders
• Ability to communicate with constituents in a professional and respectful manner
• Proficiency in using computers to respond to and resolve IT-related inquiries and issues
• Basic knowledge of software applications, including word processing, spreadsheets, and database systems
• Flexibility to work weekends and non-standard hours, as needed