IT Support Specialist

Overview

WHO WE ARE

Established in 1943, the mission of the SDSU Research Foundation (SDSURF) is to support the research objectives of San Diego State University by helping faculty and staff find, obtain, and administer funding for their research and sponsored programs. SDSU is one of the top public research universities in the nation, furthering discoveries, interventions, and solutions that improve communities and change the world. SDSURF provides the full life cycle of grants services to faculty and staff to further their important work.

The SDSU Research Foundation (SDSURF) is a dynamic, innovation-driven organization that supports San Diego State University’s R1 research mission. We provide technology, infrastructure, and expertise that help faculty and staff secure, manage, and deliver research and community service programs that improve lives and strengthen communities.

WHAT OUR DEPARTMENT DOES

Our Information Systems (IS) team leads the evolving technology landscape of SDSURF. We develop, secure, and enhance enterprise systems that power financial management, human resources, and research administration.

As collaborative technologists, we design and deliver secure, user-focused, and data-driven solutions that enable researchers and employees to succeed every day.

Joining our team means being part of a highly skilled, mission-driven group that values innovation, teamwork, and continuous improvement.

Responsibilities

YOUR ROLE IN CREATING THE UNIVERSITY’S PRESENT AND FUTURE

As an IT Support Specialist, you will serve as a key member of the SDSURF Information Systems team, directly supporting end-users and playing a critical role in ensuring the smooth operation of desktop computing and endpoint management across the organization. You will be the primary contact for technical support, acting as a bridge between end-users and technical staff, and owning the ticket lifecycle from intake to resolution.

You will work in a collaborative, service-oriented environment, maintaining strong working relationships with end-users, technical teams, and external vendors. As one of the most user-facing members of the IS department, your professionalism, communication, and technical problem-solving abilities will directly shape the user experience across the Foundation.

THE WORK YOU WILL DO AND MANAGE

In this role, you will be the go-to expert for supporting and maintaining the organization's desktop and endpoint environment.

• Serve as the main point of contact, managing the full ticket lifecycle in ServiceNow. This includes providing hands-on and virtual support for hardware, software, and mobile devices.
• Directly troubleshoot and resolve issues across Microsoft 365 (e.g., SharePoint, Outlook), Google Workspace (e.g., Drive, shared calendar issues), and enterprise applications.
• Deploy, configure, and manage client endpoints using modern device management tools, including Microsoft Endpoint Manager (Intune and Autopilot).
• Create, modify, and manage Active Directory and Azure AD accounts and configurations.
• Manage and maintain an inventory of all IT assets, including tagging, ensuring accurate records of deployment status, user assignment, and lifecycle management. 
• Use PowerShell and Batch Scripting for task automation and application deployment. Respond to and mitigate endpoint vulnerabilities.
• Maintain conference room A/V systems (LCDs, Zoom equipment), provide on-site support.

Qualifications

THE SKILLS WE NEED

• Experience deploying desktops and laptops in an enterprise environment

• Strong troubleshooting skills across hardware, software, and basic network issues (TCP/IP,DNS,DHCP)
• Proficiency and hands-on experience with Windows client environment troubleshooting and configuration, including hardware, OS installation, software deployment, and desktop security.
• Familiarity with Active Directory and Azure AD, including group policy and configuration profiles, and modern endpoint management in an enterprise environment.
• Exceptional customer service and communication skills, with the ability to clearly translate technical concepts to non-technical users.
• A high degree of accountability, good judgment
• The ability to lift and move equipment up to 50 pounds
• Understanding of IT security principles, including endpoint encryption and secure data handling.
• Ability to create and maintain clear technical documentation and contribute to process improvements.
• Demonstrated capability to work collaboratively in a team environment and mentor student assistants.

Education & Experience

• Bachelor's degree in computer science, information systems, or a related field; or equivalent demonstrated experience and relevant certified coursework
  • Information Technology Consultant I:  No required experience
  • Information Technology Consultant II: Two years of progressively responsible work experience in an IT Help Desk or Desktop Support role.

Preferred Qualifications & Special Skills

• Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 (e.g., MS-900), or Azure (e.g., AZ-900) are highly desirable.
• Hands-on experience directly supporting users and desktop systems
• Experience with Microsoft Endpoint Manager, Intune, Autopilot, and device configuration profiles.
• Troubleshooting and configuration experience across the entire Windows client environment, including hardware, OS installation, software deployment, and desktop security.
• Experience with Identity and Access Management (Active Directory/Azure Active Directory) and deploying/managing endpoints using the Microsoft Endpoint Management Suite (Intune/Autopilot).
• Experience with end-user administration and troubleshooting of Microsoft 365 and Google Workspace platforms (including Outlook, SharePoint, Gmail, Drive, etc.) and conferencing tools (e.g., Zoom).
• Familiarity with cloud infrastructures such as AWS or Azure
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP) as they relate to end-user connectivity

WHAT YOU WILL RECEIVE

• Comprehensive medical, dental, and vision plans
• Life and disability insurance plans
• Generous employer contributed 403b retirement plan. We match 200% on the first 5% of contributions, up to 10% maximum employer matching contribution. All contributions are 100% vested.
• Vacation and sick leave accruals
• 14 paid holidays and 1 annual personal holiday
• Hybrid in-office/telework arrangements
• Employee Assistance Program (EAP)
• Access to campus amenities, including Love Library, Aztec Lanes bowling alley, SDSU transit center, and a variety of coffee shops and eateries.
• Discounted Aztec Recreation Center gym membership and SDSU events
• Wellness workshops

HOW TO APPLY AND TIPS FOR MAKING IT THROUGH OUR HIRING PROCESS

You must apply through the SDSURF Career Page. Make sure your application is complete.  Including a resume and cover letter is recommended. Respond to supplemental questions thoroughly.

WHAT OUR HIRING PROCESS IS LIKE

We work as fast as we can to make hiring decisions. However, it may take several weeks for all the parties involved to review your application. We keep in touch each step of the way and inform you of the status of your application.

ADDITIONAL APPLICANT INFORMATION:

• The salary range for this position is $5,858.67 to $6,133.33 depending upon qualifications and is non-negotiable. 
• 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.