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, 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.

Additional 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).

• Documenting work products in the various project management, ticket tracking, asset management, and configuration management systems.

Work Interactions

Reporting to the Manager of the Hilltop Support Area 2, 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.

• 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.

Preferred Qualifications

• 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.

Work Mode Designation

This position has been designated as On Campus.  Please note that work mode designations are regularly reviewed to meet the University's evolving needs.  Such review may necessitate a change to a position’s mode of work designation.  Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

$47,586.00 - $87,558.13

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodations for any part of the application and hiring process, please visit the Office for Equal Opportunity Compliance website for general information about requesting accommodations, as well as information about requesting accommodations specifically for applicants. You also can also contact the Office for Equal Opportunity Compliance at (202) 687-4798 or oeoc@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

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.