Desktop Support Specialist (Information Technology Consultant, Career)

Position Summary

The Desktop Support Specialist is responsible for interfacing with our customers in user communication and technical support and will work extensively within the ServiceNow platform in incident assignment, tracking, and completion of assigned tasks.

The Desktop Support Specialist will provide hands-on desktop services and other technology related support for faculty, staff, and students.

This work is carried out throughout the library and other departments which are supported. This will include Windows, Mac and Chrome OS support, creation and deployment of desktop images, hardware and peripheral repair and troubleshooting of software issues.

Duties also include creating and modifying windows group policies and ensuring systems are secured and patched as needed.

The incumbent should have experience with help desk ticketing software for tracking and reporting incidents. SDSU has a diverse population of students, faculty, and staff.

It is expected that the incumbent can communicate with an ethnically and culturally diverse campus community.

This is a full-time (1.0 time-base), benefits eligible, permanent / probationary position. This position is designated exempt under FLSA and is not eligible for overtime compensation.

Standard SDSU work hours are Monday Friday, 8 : 00 a.m. to 4 : 30 p.m., but may vary based on operational needs.

The individual hired into this role will work on campus at SDSU in San Diego.

Department Summary

The Information Technology and Digital Initiatives (ITDI) Unit is responsible for providing technology services to Students, Faculty and Staff within the University Library and Academic Affairs.

ITDI is comprised of the following workgroups : End-User services, Servers and applications, Student Computing Hub, 24 / 7 Student Area, and Digital Collections.

The ITDI Division is a team of approximately 65 student employees and 12 professionals who develop and deliver innovative information technology services for teaching, learning and research.

The purpose of the Information Technology (IT) Division is to provide the technology that empowers SDSU’s success. The IT Division includes several departments and areas with the shared mission to leverage people and technology to support SDSU’s commitment to innovative teaching, research, and service.

The IT Division is led by the Chief Information Officer, who is ultimately responsible for developing the long-term infrastructure, services, and strategy necessary to support the University’s mission of learning, discovery, and engagement.

The IT Division has the stewardship responsibility for core IT assets on campus and the obligation to provide the services, training, and community building necessary to realize the benefits of those investments across the San Diego State University community.

The IT Division is made up of 184 staff and 28 administrators.

As a Hispanic-Serving Institution located on the traditional lands of the indigenous Kumeyaay people, San Diego State University Library is deeply committed to supporting our diverse population of students, faculty, and staff.

We strive to honor the broadest range of intersectional identities and diverse social and historical experiences expressed across our campus and pay particular attention to the myriad forms of structural, systemic, and historic oppression that impact our campus community.

We are an organization of information professionals dedicated to empowering others to access, interpret, and create knowledge that encourages evidence-based analysis and respectful scholarly debate.

We do this by intentionally developing a vibrant collection of print and electronic resources and unique special collections that reflect and amplify the diversity of SDSU.

Our collection spans a spectrum of scholarly perspectives and disciplines. Per the American Libraries Association’s Library Bill of Rights , we support intellectual freedom within an environment of academic freedom and neither censor nor limit access to information while protecting the privacy of our users.

We develop comprehensive services that contribute to student success, including information literacy instruction, student research engagement, providing access to affordable educational materials, ensuring accessibility across a range of abilities, and providing the technologies necessary for student retention and persistence.

We strive to support the success of the whole student both in and out of the classroom by creating programming and spaces that support student wellness and promote lifelong learning.

We collaborate with faculty to fulfill SDSU’s teaching and research missions. We emphasize the importance of information literacy and provide faculty with the support structures necessary to advance their curricular and research agendas.

We strive to make the library welcoming and accessible to everyone, including members of the public. We intentionally create physical and virtual environments that provide a sense of belonging for all, from the people who greet our community members, to our graphics, informational messages, artwork, furnishings, and facilities.

We invest in our employees through practices that advance diversity in hiring, retention, and promotion. We mentor each other and our student assistants in exploring career opportunities in libraries and celebrate the range of experiences, training, and expertise that we all bring to our positions.

We encourage our colleagues to develop cultural competencies so that the Library reflects the diverse communities we serve.

We believe that the library is the heart of the university, and we work tirelessly to make sure the SDSU Library continues to be a site of equity, diversity, and inclusion.

For more information regarding the University Library, click here.

Education and Experience

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite.

This foundation would normally be obtained through a bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study.

Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

Key Qualifications

• Three or more years of professional experience with Windows and Mac desktops.
• Three or more years of professional experience supporting standard desktop and web software. (e.g., MSOffice products, Google applications and Adobe Creative Cloud applications.
• Experience with MS 365 end user products, Apple and Windows Operating Systems, Active Directory and Group Policy. (MS Intune, Entra and security center)
• Experience with Microsoft Intune device management.
• Experience with common software application packages, equipment platforms, database systems and sources, and training methods.
• Experience with centralized desktop anti-malware systems.

Compensation and Benefits

Starting salary upon appointment is not expected to exceed $5,393 per month.

Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department’s fiscal resources.

San Diego State University offers a rich benefits package that constitutes a major portion of total compensation. For more information regarding SDSU benefits, please click here.

CSU Classification Salary Range : $4,912 -$ 12,124 per month.

Diversity and Community at SDSU

At SDSU, our diversity gives us power and benefits every single member of our community.

Through our commitment to equity and inclusion, we encourage all members of our community to purposefully learn from one another through open and respectful dialogue and responsible engagement.

For more information, click here.

Principles of Community

At San Diego State University, we are a community of diverse individuals who have and represent many perspectives, beliefs, and identities.

This diversity lends our community strength, and we commit to creating and sustaining an inclusive and intellectually vibrant environment that benefits all members of our university.

SDSU’s Principles of Community is an aspirational statement that is intended to evolve over time. The statement reflects the ideals we are encouraged to uphold in our interactions with one another.