Technical Support Specialist

Santa Clara University is hiring a Technical Support Specialist to provide day-to-day technology support for faculty, staff, students, and guests. This 100% onsite role in Santa Clara, CA supports help desk services across hardware, software, network access, WiFi, and account access, while also assisting with Learning Commons public computing and printing support.

The Technical Support Specialist plays a key role in documenting and resolving issues, collaborating with student staff, and helping maintain reliable campus technology services. The position is based at the university and includes participation in critical events outside normal scheduling.

Core responsibilities

• Track customer interactions in call tracking software and ensure accurate, detailed information is captured in tickets for second level support.
• Assist in annual and ongoing training for student staff, including troubleshooting procedures and ticketing workflows.
• Monitor student staff work and provide ongoing feedback to support strong customer service.
• Review daily support ticket logs to spot trends and issues that should be escalated to management.
• Support continuous improvement by evaluating support failures, staff mistakes, and user errors.
• Serve as staff for critical events throughout the year outside the normal work schedule (for example, Welcome Weekend).
• Provide strong customer service with effective response times and share insights about common support issues.
• Write and maintain “how to” documentation for university standard software and services to guide campus end users.
• Update and maintain the Technology Help Desk Manual for internal use, quarterly or more frequently as needed.
• Use the Wiki daily and encourage student staff to use it with templates for consistency in call ticket messaging, providing feedback and updates to improve processes.
• Use Linkedin Learning and other online resources regularly to build and refresh technical skills.
• Support network access by connecting to eduroam, BroncoFi, and SCU-Guest networks.
• Clean out profiles to other campus networks when necessary, including managing macOS address randomization (Private WiFi addressing) when needed.
• Obtain building/room/jack information and schedule availability or preference when available, then connect devices after networking team jack activation confirmation.
• Support Network Access Control using the Opswat Metadefender Dashboard, triage compliance, verify SafeConnect compliance, and help with NAC enforcement exceptions and agent reinstalls.
• Assist with VPN installation or VPN client reinstall.
• Guide customers through Duo prompts, verify ClearPass and Duo authentication confirmation, and support Duo device enrollment and bypass code generator self-service.
• Recommend Duo hardware tokens or security keys when a user does not wish to use a phone for second factor.
• Verify customer identity, including in-person photo ID (SCU Access Card, valid driver license, or valid passport) and remote verification using SCU Prism, Duo Admin, and Zoom photo ID verification.
• Provide Jabber support, including installation on mobile and computer devices, plus voicemail support for PIN reset, voicemail access via web or device, voicemail greeting setup, and call forwarding setup/removal.
• Walk customers through obtaining an SCU Username via Rapid Identity, assist with password self-service, and help update alternate email and mobile in Workday to enable password self-service.
• Troubleshoot and support client-level personal computing devices and peripherals owned by the university, including laptops, desktops, printers, and scanners, plus handheld devices.
• Resolve software issues and provide basic support across Windows OS, Mac OS, Microsoft Office suite, Google Workspace, Google Chrome, and Firefox.
• Use tools such as GoToAssist, Zoom, or Facetime for remote troubleshooting to improve first contact resolution.
• Escalate high impact or unresolved issues to next level support personnel.
• Maintain contact with customers, solicit feedback, and maximize productivity using appropriate tools and planned training initiatives.
• Prepare progress reports and provide requested reports, ensuring completeness, accuracy, and timeliness.
• Develop and implement unit guidelines to support team functions, along with other duties as assigned.

Qualifications

• Knowledge of campus computing and technology issues and trends in higher education.
• Proven ability to troubleshoot software application problems and implement solutions, with experience working in a multi-platform Mac and Windows environment.
• Strong writing, editing, organizational, analytical, and facilitation skills.
• Customer-focused and dependable with good attendance and work habits.
• Experience with Microsoft Office Suite and GSuite.
• Good understanding of computer systems (Windows and macOS), printers, and mobile devices.
• Excellent customer service and interpersonal skills, including working patiently and tactfully with a campus community.
• Ability to plan, implement, and evaluate customer service initiatives, and communicate with technical and non-technical users.
• Ability to work with minimal supervision, exercise independent judgment, and solve problems using critical thinking.
• Ability to manage multiple projects and meet deadlines in a busy information services environment.
• Collaborative approach and ability to establish cooperative relationships in a diverse multicultural environment.
• BA/BS degree preferred, or equivalent job experience.

Tools and technologies

• eduroam, BroncoFi, SCU-Guest networks
• ClearPass Dashboard, Opswat Metadefender Dashboard, SafeConnect
• VPN client, Duo, Jabber
• Active Directory (SCU Username), Rapid Identity, Workday, SCU Prism
• Zoom photo ID verification, Zoom, SCU Access Card
• SentinelOne, SmartPrint
• GoToAssist, Facetime, Wiki, Linkedin Learning

Work conditions

• Typical office environment with a public service counter and frequent interruptions.
• Considerable time spent at a desk or counter using a computer terminal.
• Sometimes required to access cables and connections in tight work areas.
• Occasional lifting or moving of items such as computers, printers, and boxes of paper; ability to lift 45 lbs.
• Required to travel to other campus buildings and attend conference and training sessions within the Bay Area or in- and out-of-state locations.
• Required to travel to outside customers, vendors, or suppliers.

Position details

• Location: Santa Clara, CA (onsite)
• Position type: Regular
• Pay frequency: Hourly
• Hiring range: $33.94 - $36.35 per hour (compensation based on education, experience, skills relevant to the role, and internal equity)
• Minimum experience: 4 years
• Telecommute: Not available for this role; position is 100% on-site