IT Support Specialist

End-User Support (Tier 1-2)

• Troubleshoot hardware and software issues for staff and faculty
• Resolve Microsoft Outlook, Teams, login, and connectivity issues
• Perform MFA resets and basic access troubleshooting

Ticket Management (Freshservice)

• Accurately document all work and communications
• Prioritize and triage requests effectively
• Provide clear updates and realistic timelines
• Escalate issues with complete troubleshooting notes

Device Setup and Deployment

• New user onboarding, device imaging, and configuration
• Patch management basics and peripheral setup
• Manage loaner devices and hardware replacements

Printers and Peripherals

• Install and troubleshoot local and network printers
• Resolve driver and connectivity issues
• Coordinate vendor escalation when required

Classroom and AV Support

• Troubleshoot projectors, displays, audio systems, and classroom technology
• Assist with Zoom and Teams room setups
• Provide rapid-response support during live classroom sessions

Basic Network Troubleshooting

• Verify cabling and test switch ports
• Confirm Wi-Fi connectivity and conduct speed tests
• Collect logs and diagnostic details for escalation

Inventory and Asset Management

• Maintain asset inventory for laptops and accessories
• Track repairs, replacements, and RMAs

Documentation

• Create and update internal runbooks and how-to guides
• Contribute to knowledge base articles to reduce repeat issues, * How many years of hands-on IT support experience do you have (help desk, desktop support, IT support)?
• Do you have experience supporting Windows 10/11 end users in a professional environment?
• Do you have hands-on experience supporting Microsoft 365 (Outlook, Teams, login issues, MFA resets)?
• What are your compensation expectations?
• Have you supported higher education systems such as a Student Information System (SIS) or Learning Management System (LMS)? (Preferred, not required)
• Do you have experience with a ticketing system such as Freshservice, ServiceNow, or Jira?
• Are you comfortable working fully on-site in San Diego, Monday-Friday from 11:00 PM-7:30 PM?

Ability to Commute:

• San Diego, CA 92108 (Required)

• 2+ years of experience in IT support, help desk, or desktop support
• Strong Windows 10/11 support experience
• Hands-on Microsoft 365 troubleshooting (Outlook, Teams, licensing basics)
• Basic networking knowledge (DHCP, DNS, VLAN concepts, cabling, speed tests)
• Experience with ticketing systems such as Freshservice, ServiceNow, or Jira
• Clear written communication and disciplined documentation habits
• Ability and willingness to work fully on-site in San Diego

Education

• Associate’s or Bachelor’s degree in IT, CIS, or a related field preferred
• Equivalent combination of education and experience accepted

Preferred Experience

• Education environment support (higher education)
• Familiarity with higher education Student Information Systems (SIS) and Learning Management Systems (LMS) - for example Anthology/Campus Nexus, Canvas, Blackboard, or Moodle. This is a plus, not a requirement; we are glad to train the right candidate.
• Classroom and AV technology support
• Device refreshes or large-scale rollouts
• Vendor coordination for network, ISP, or hardware issues

Certifications (Preferred, Not Required)

• CompTIA A+ (highly desirable)
• CompTIA Network+
• Microsoft MS-900 or MD-102

Soft Skills and Work Style

• Strong customer service mindset; calm and respectful under pressure
• Organized, reliable, and accountable
• Comfortable handling multiple requests and interruptions
• Proactive problem-solver who follows a troubleshooting process
• Professional discretion when handling accounts, access, and data

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Schedule: Monday-Friday, 11:00 AM - 7:30 PM

Pay: $26.00 - $32.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

CalMU is a nationally accredited, career-focused university offering online, hybrid, and on-ground programs in business and technology. We serve working professionals, military-affiliated learners, and international students, with a strong emphasis on execution, reliability, and student success.

We are a growing institution with a small, collaborative IT team. This role is critical to keeping our San Diego campus running smoothly day to day.