IT Support Specialist

About San Francisco Bay University:

San Francisco Bay University (SFBU), a nonprofit, WASC-accredited university situated in the heart of Silicon Valley in Fremont, California, seeks an innovative and experienced IT Support Specialist. SFBUs mission is to offer inclusive, innovative, and inspirational education for lifelong careers, and our vision is to set the standard as a national model of higher education in service of the common good.

At SFBU, students come first. We prioritize students needs by fostering personal engagement among students, faculty, and staff. We are committed to providing affordable, quality education with a deep commitment to diversity, equity, inclusion, and social justice.

We encourage you to learn more about SFBU by reviewing our strategic plan at .

Position Overview

The IT Support Specialist provides first-line technical support to SFBUs faculty, staff, students, and guests. This role involves front-line issue resolution, hardware/software installation, account management, documentation, and support for classroom and lab technologies. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced academic environment. This is a full-time, non-exempt position eligible for overtime in accordance with federal and California labor laws.

Primary Responsibilities

Duties include, but are not limited to:

• Provide Tier 1 and Tier 2 support for SFBU computing systems and services.
• Install, configure, and maintain hardware, software, operating systems, and peripherals.
• Troubleshoot basic issues with online learning platforms, audio/video systems, telecom systems, Wi-Fi, network connectivity, and cabling.
• Support classroom and lab technology, including video conferencing, AV equipment, lecture capture systems, and computers.
• Maintain and support instructional network labs, including simulation tools and physical network devices (e.g., routers, switches).
• Manage user accounts and troubleshoot authentication and access issues.
• Assist in creating and updating IT documentation, FAQs, and user guides.
• Conduct or support IT workshops and orientations for end users; deliver clear, engaging presentations.
• Collaborate on projects, upgrades, and technology rollouts.
• Monitor helpdesk ticket queues and escalate issues as needed.
• Perform other related duties as assigned.

Minimum Qualifications

• Bachelors degree in IT, Computer Science, Engineering, or related field.
• Minimum of 1 year of relevant experience or equivalent combination of education and training.
• Strong customer service skills and the ability to communicate effectively with diverse users.
• Excellent spoken presentation skills; able to lead training sessions and explain technical concepts clearly to diverse audiences.
• Strong written communication skills, including the ability to create clear, concise documentation, FAQs, and user guides.
• Solid understanding of basic networking, IP addressing, and troubleshooting in lab environments.
• Working knowledge of current hardware, operating systems, and software tools.
• Strong problem-solving, organizational, and team collaboration skills.
• Ability to use standard office equipment and basic hand tools.
• Demonstrated ability to work independently, prioritize tasks, and manage time efficiently in a deadline-driven environment.

Preferred Qualifications

• CompTIA A+, Network+, or equivalent certifications.
• Experience supporting academic technologies, such as LMS platforms (e.g., Moodle, Canvas), classroom AV systems, and lab simulation tools.
• Familiarity with enterprise tools such as Microsoft 365, Active Directory, Zoom, or IT ticketing systems.
• Experience working in a higher education or nonprofit environment.

Knowledge, Skills and Abilities:

• Ability to communicate technical information clearly to non-technical users.
• Customer-focused mindset with a strong commitment to service excellence.
• Adaptability and willingness to learn new systems and technologies.
• Ability to prioritize multiple tasks in a dynamic support environment.
• Strong attention to detail and documentation practices.
• Ability to work independently and as part of a small, collaborative IT team.

Work Environment & Physical Demands

• Lift and carry up to 50 lbs.
• Regular walking, crouching, reaching, grasping, and pushing.
• Occasional extended periods of sitting or standing.

Salary Range: $63,000 $73,000 annually (equivalent to approximately $32.31 $37.41 per hour based on a 37.5-hour workweek), commensurate with experience and qualifications.

Application Process:

To ensure full consideration, please submit the following:

• A letter of interest that describes your experience related to the stated responsibilities, your interest in working at SFBU, and your demonstrated commitment to diversity, equity, inclusion, and social justice.
• A current CV/resume.
• Names and contact information for three professional references.

This position description is not intended to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

SFBU is an Equal Opportunity / Affirmative Action Employer: SFBU is committed to providing equal employment opportunities for all employees and applicants for employment. SFBU does not discriminate in employment opportunities or practices based on race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other characteristic protected by law.

In accordance with federal and state disability laws, San Francisco Bay University provides reasonable accommodations to applicants with disabilities. If you require assistance during the application or interview process, please contact SFBU Human Resources at