Academic Technology Support Specialist II

Georgetown University; United States; On-site; USD 90,000 - 110,000; Full time

Job summary

Georgetown University seeks an Academic Technology Support Specialist II to serve as a senior technical resource and project coordinator for classroom and desktop computing environments.

You will handle complex issues, lead projects, and mentor junior staff while developing thorough documentation and SOPs to sustain high-level operations across campus.

Qualifications

• Bachelor's degree in IT, CS, or related field is required.
• 4–5 years in desktop support, system administration, or academic technology roles.
• Experience leading projects, escalation points, and mentoring staff.

Responsibilities

• Act as primary escalation point for complex issues unresolved by frontline staff.
• Lead small to medium technology projects, e.g., department refreshes.
• Diagnose and resolve advanced hardware, software, network, and AV problems.
• Mentor junior staff and student workers through hands-on guidance.
• Create and maintain technical docs and SOPs.
• Record work in project, ticket, asset, and configuration systems.

Skills

Project leadership

Mentorship

Technical writing

Communication

Independent work

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

SCCM

Jamf

Azure

Active Directory

CrowdStrike

Job description

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.

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.

• 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 CompTI