Academic Technology Support Specialist II

Georgetown University•Lexington, MA

1d•$47,586 - $87,558•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, 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., classroom/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.
Advanced knowledge of Microsoft Windows and Apple macOS operating systems, including direct experience with enterprise endpoint management and security tools (e.g., SCCM, Jamf, Azure, Active Directory, Endpoint protection products - CrowdStrike, Windows Defender).
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, Zoom Rooms).
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.
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).
Documenting work products in the various project management, ticket tracking, asset management, and configuration management systems.