Academic Technology Support Specialist II

About the role

The Academic Technology Support Specialist II serves as a senior technical resource and project coordinator, providing advanced, expert‑level support for the university’s classroom and desktop computing environments. The role handles complex escalated technical issues, ensures seamless integration and high‑level operation of technology supporting academic and administrative objectives, and mentors junior staff.

Key responsibilities

• Act as the primary escalation point for complex technical issues unresolved by front‑line support staff.
• Lead and coordinate small to medium‑sized technology projects, such as departmental computer refreshes.
• Diagnose and resolve advanced hardware, software, network, and complex classroom AV system problems.
• Provide mentorship and on‑the‑job training to junior technical specialists and student workers.
• Develop and maintain comprehensive technical documentation and standardized operating procedures (SOPs).
• Document work products in project management, ticket tracking, asset management, and configuration management systems.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
• 4‑5 years of progressive experience in desktop support, system administration, or academic technology roles.
• Proven experience as a technical lead, project coordinator, or primary escalation point in a high‑volume support environment.
• Advanced knowledge of Microsoft Windows and Apple macOS, including enterprise endpoint management and security tools.
• Hands‑on experience troubleshooting complex classroom AV systems (Crestron/Extron, audio DSPs, video conferencing codecs, Zoom Rooms).
• Ability to perform root‑cause analysis on recurring systemic issues and implement sustainable solutions.
• Strong written and oral communication skills, with experience in technical writing, documentation, and training delivery.
• Commitment to the university’s Jesuit values, integrity, collaboration, and fostering an inclusive environment.

Required skills

• Microsoft Windows
• Apple macOS
• SCCM
• Jamf
• Azure
• Active Directory
• CrowdStrike
• Windows Defender
• Crestron
• Extron
• Audio DSPs
• Video conferencing codecs
• Zoom Rooms