AV & Desktop Support Specialist (Contingent II)

marylandconnect; Maryland; On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Retirement plan

Tuition remission

Paid holidays

Job summary

Bowie State University is seeking an AV & Desktop Support Specialist (Contingent II) to provide front-line and escalated support for classroom, event, and end-user technologies on campus. The role covers AV systems and Windows/macOS desktop support, collaborating with multiple teams to ensure classroom uptime and smooth events.

Responsibilities include rapid event-space support, system checks, and basic repairs, plus user training and knowledge documentation.

Qualifications

• High School Diploma required with additional IT/AV education preferred.
• 2+ years in desktop/end-user support and 2+ years in AV/classroom tech.
• Experience with Windows 11 and macOS; familiarity with remote support tools.
• Experience supporting collaboration tools (Teams, Zoom) and room peripherals.

Responsibilities

• Provide rapid AV, classroom, and event tech support to minimize downtime.
• Perform checks, basic repairs, and coordinate vendors for advanced issues.
• Support hybrid events, trainings, and temporary AV setups.
• Respond to requests, diagnose issues, document resolutions and inventory.
• Provide user training and maintain standard configurations; assist with on-call support.

Skills

Customer service

Communication

Documentation

On-call support

Education

High School Diploma

Associate's degree in IT/AV

Tools

Windows 11

macOS

Microsoft Teams

Zoom

Crestron

Biamp

Logitech systems

Job description

JR102090 AV & Desktop Support Specialist (Contingent II) (Open)

Department: Enterprise Support Services, JM

Position Type: Non-Regular Fixed Term (Fixed Term)

Open Date: 10-23-2026

Close Date:

Salary: $56,773

Job Description:

Under general supervision, provides moderately complex support for clients in the use of hardware, software, and network services. The AV and Desktop Support Specialist provides front-line and escalated support for classroom, event, and end-user technologies across campus. This role installs, supports, and troubleshoots audiovisual and collaboration systems-including presentation equipment, microphones, cameras, projectors, and video conferencing tools-while also delivering desktop support for Windows and macOS devices, peripherals, and standard applications. The Specialist works closely with Conference and Event Services, the TV/Streaming team, Desktop Support, the Service Desk, and Infrastructure.

Responsibilities:

AV, Classroom, and Event Technology Support

• Provide rapid support for classrooms and event spaces to minimize downtime, including displays, audio systems, microphones, control panels, room PCs, and video conferencing tools.
• Perform AV system checks, preventive maintenance, troubleshooting, and basic repairs; coordinate vendors for advanced issues, warranty work, and replacements.
• Support academic and administrative events, including hybrid events, trainings, and temporary AV setups.
• Respond to support requests, diagnose malfunctions, confirm event logistics, and document issues, resolutions, and system inventory.
• Maintain room documentation and standard configurations, provide basic user training, and recommend improvements and standardization opportunities; familiarity with Crestron, Biamp, and Logitech systems preferred.

Desktop and End-User Computing Support

• Provide Tier 2 support for faculty, staff, labs, and classrooms, resolving hardware, software, and connectivity issues.
• Install, configure, image, and deploy Windows and macOS devices, apply security baselines, and support common peripherals.
• Support Microsoft 365, email/calendar, Teams, browsers, and other common academic and administrative applications.
• Manage device lifecycle activities, maintain asset records, and document resolutions and knowledge articles.

Service Operations and Customer Experience

• Manage incidents and service requests through the university ticketing system, meet service expectations, and communicate status clearly.
• Collaborate with Tier 3 teams to resolve complex issues and implement sustainable fixes.
• Provide basic user training and job aids for AV systems and supported applications.
• Participate in on-call or after-hours support for classroom uptime and major campus events as assigned.

Minimum Qualifications:

• High School Diploma
• At least 2 years of experience in desktop/end-user support and 2 years supporting AV or classroom technology, or equivalent experience.
• Working knowledge of Windows 11 and macOS, with familiarity in troubleshooting tools and remote support methods.
• Experience supporting collaboration tools such as Microsoft Teams or Zoom and common room peripherals.
• Strong customer service, communication, and documentation skills, and the ability to lift or move AV and computing equipment.

Knowledge, Skills, and Abilities

Ability to troubleshoot endpoints, peripherals, applications, AV systems, and basic network connectivity. Ability to explain technical concepts clearly and provide calm, professional support in time-sensitive settings. Strong organizational skills, sound judgment, and the ability to manage competing priorities. Ability to maintain clear documentation and accurate inventory records. Commitment to accessibility, inclusive service, and respectful handling of sensitive data and systems.

Preferred Qualifications:

• Associate's degree in Information Technology, Audio/Video Technology, or a related field, or an equivalent combination of education and experience.
• Experience supporting technology in higher education, including instruction, lab, and event spaces.
• Familiarity with AV control systems, signal standards, and classroom support workflows.
• Experience with endpoint management or imaging tools and IT service management practices.

Conditions of Employment:

Work is performed primarily on campus in offices, classrooms, lecture halls, and event venues.

Requires frequent walking between campus locations and occasional evening or weekend event support.

Must be able to lift up to 50 lbs. and safely handle equipment carts and ladders in accordance with university policy.

May involve exposure to noise, dust, and tight spaces when troubleshooting installed systems.

Additional Job Information:

• Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance
• Paid time for paid sick leave and annual leave
• 10 paid holidays per year, tuition remission and supplemental retirement

Bowie State Univers