Academic Technology Support Specialist II

Georgetown University • Bethesda, MD

6d • Onsite

About The Position

Academic Technology Support Specialist II, University Information Services - Georgetown University. This position serves as a senior technical resource and project coordinator, providing advanced, expert-level support for the university's classroom and desktop computing environments. The Specialist II is responsible for handling a wide range of complex and escalated technical issues that require root cause analysis and multi-system troubleshooting. This role is crucial for ensuring the seamless integration and high-level operation of technology that supports the university's academic and administrative objectives. The Specialist II works independently on moderately complex projects (e.g., lab refreshes, system upgrades) and plays a key part in developing the technical skills of the support team through mentorship.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related technical field.
• A minimum of 4-5 years of progressive, dedicated experience in a desktop support, system administration, or academic technology role, with demonstrated expertise in both client computing and specialized classroom AV technology. Proven experience serving as a technical lead, project coordinator, or primary escalation point in a high-volume support environment.
• Technical Expertise: Advanced knowledge of Microsoft Windows and Apple macOS operating systems, including direct experience with enterprise endpoint management and security tools (e.g., SCCM, Jamf, Active Directory, anti-virus suites). In-depth, hands-on experience troubleshooting and supporting complex classroom AV systems (e.g., Crestron/Extron control systems, audio DSPs, video conferencing codecs, and lecture capture platforms). Proven ability to perform root cause analysis on recurring systemic technical issues and implement sustainable solutions.
• Project and Leadership Skills: Proven ability to lead small to medium-sized technology projects (e.g., departmental refreshes, system upgrades), prioritize tasks effectively, and work independently with minimal supervision. Experience providing technical mentorship and on-the-job training to junior staff and student workers.
• Skills and Cultural Competencies: Superior written and oral communication skills and interpersonal skills, with proven experience in technical writing, documentation, and delivering effective training to non-technical faculty and staff. A demonstrated commitment to the University's Jesuit values and principles, operating with integrity and a collaborative, service-oriented mindset. Strong dedication to fostering an inclusive environment and a commitment to diversity in all mentorship, training, and support activities.

Nice To Haves

• Experience in a higher education or similarly complex academic support environment.
• Industry certifications such as CompTIA A+, Network+, or AVIXA CTS.
• Direct experience with IT Service Management (ITSM) best practices or ITIL principles.

Responsibilities

• Acting as a primary escalation point for complex technical issues unresolved by front-line support staff.
• Leading and coordinating small to medium-sized technology projects, such as departmental computer refreshes.
• Diagnosing and resolving advanced hardware, software, network, and complex classroom AV system problems.
• Providing mentorship and on-the-job training to junior technical specialists and student workers.
• Developing and maintaining comprehensive technical documentation and standardized operating procedures (SOPs).

Benefits

• Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options.
• You can learn more about benefits and eligibility on the Department of Human Resources website.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level