New

Technical Support Specialist

University of the Pacific

United States, California, San Francisco

155 5th Street (Show on map)

Apr 21, 2025

Posting Details

Position Information

Job Title	Technical Support Specialist
Union Level
Department	Information Systems (SF) (22 - 12205)
Campus	San Francisco
Posting Number	201303998P
Full or Part Time	Full Time
Number of Months	12
Work Schedule
Position End Date
Open Date	04/18/2025
Close Date
Open Until Filled	Yes
Special Instructions to Applicants	For Applicants Seeking Job Opportunities within the University Internal: Internal applicants will be considered within the first five (5) business days of the posting period. External: External applicants will be considered on the sixth (6) business day of the posting period.
Sponsorship	This position is not eligible for a visa sponsorship now or in the future.

Position Summary Information

Primary Purpose	Under the general supervision of the Associate Dean, Information Technology, provides first and second-tier technical support, including setting up, configuring, troubleshooting, and supporting AV areas and equipment, network-related services and applications, and clinic computers and peripherals for the San Francisco Campus end-users. University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty, and staff.
Essential Functions	Provide clinic information system support, including but not limited to assisting with the main EHR application both in person and as part of the Information Technology clinic coverage. Diagnose and resolve issues related to wireless connectivity, networks, software, applications, and AV systems; participate in help desk operations and special projects as needed. Facilitate Zoom classroom support and serve as part of the team administering Zoom projects. Handle day-to-day audiovisual (AV) tasks such as scheduling, coordinating end-user training, and troubleshooting AV, lecture capture, digital signage, and video conferencing systems. Act as the intake and escalation point for AV, networking, and telecom requests received through the help desk system; offer help desk services as part of a collaborative support team and redirect problems to appropriate resources. Deliver exceptional customer service via phone, online, and in-person support to faculty, staff, and students, including off-site clinics. Collaborate with the team to ensure AV and network configurations for live events are completed according to established audio visual and network standards. Remain current on modern network technologies and tools applicable to this position. Perform all other duties as assigned by the Associate Dean, Information Technology,
Minimum Qualifications	Knowledge of: Microsoft Windows desktop operating systems, Microsoft Office products and other desktop applications. Mac OS and Apple products Local area network concepts, security, configuration, and troubleshooting Zoom phone troubleshooting Audio visual systems, video conferencing, lecture capture, and digital signage (Crestron AV controls, Sonic Foundry Mediasite, ZeeVee, Zoom) ITIL Foundation Ability to: Manage projects and be familiar with project management concepts (project schedules, plans, scopes of work, etc.). Demonstrate solid written communication skills with the ability to write technical documentation or manuals Ability to support processes and software in a multi-vendor environment with limited supervision. Experience: Two (2) years of experience in the networking-related field. Three (3) years of experience in an IT customer service environment. Experience using Cisco IOS, Aruba, Palo Alto, Fortinet, and Zoom Phone. Education Bachelor's degree in related field or combination of education and experience Working Conditions: Position is eight (8) hours/day and requires occasional assignments on weekends and/or evenings. Occasional travel to offsite clinics.
Preferred Qualifications	Ability to: Provide hands-on support and troubleshoot networking and telecommunication systems. Conduct research into emerging technology issues and products. Exceptional communication skills, including interacting regularly with architects, designers, and other trades Troubleshoot to IEEE/TIA wiring standards Provide computer application support which includes but is not limited to (software installation and administrative setting configurations) Understand ITIL tasks, incidents, changes, problems Maintain a professional and positive attitude in a fast-paced creative environment Demonstrated ability to work without direct supervision. Must be detail-oriented, have multi-tasking abilities, and handle tight, high-stress deadlines. Work within a team-oriented collaborative environment.
Physical Requirements	The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Work is performed in a typical office environment, alternate sitting, standing , bending, stooping, and walking. Regular computer usage, simple grasping, frequent use of computer keyboard Exposure to cooler temperatures and noise within a server room environment can be anticipated.
Hiring Range	$31.44 - $41.64 per hour. We consider factors such as, but not limited to, scope and responsibilities of the position, candidate's qualifications, internal equity, as well as market and organizational considerations when extending an offer.
Background Check Statement	All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening. AB 810 Misconduct Disclosure Requirement: University of the Pacific complies with California Assembly Bill 810, requiring candidates accepting conditional job offers to disclose any final administrative or judicial findings, ongoing proceedings, allegations, resignations under investigation, or appeals related to sexual harassment or misconduct within the past seven years.
AA/EEO Policy Statement	University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.