Academic Technology Support Specialist II

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

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.

Duties include, but are not limited to:

●        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).

Work Interactions

Reporting to the Technology Support Team Manager, the Specialist II is a key technical leader within the support team. This role requires extensive collaboration with other senior IT professionals, including network engineers, systems administrators, and application teams, to troubleshoot and resolve systemic, campus-wide issues. The Specialist II serves as a trusted technical advisor to faculty and staff, providing expert consultation and training on the effective and secure use of technology for teaching and research. By mentoring junior staff and managing key technology projects, this position directly enhances the overall technical capability and efficiency of the entire support team, ensuring alignment with the university's academic mission.

Requirements and Qualifications

●        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