Technology Specialist II

Department: Col of Visual and Performing Arts

Classification: Info Technology Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: On Site Required

Pay Band: 05

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

The College of Visual and Performing Arts embraces a diverse and vibrant community of artists actively learning, teaching, practicing and creating a wide variety of art forms. Through our seven academic programs, two performing arts centers, five exhibition spaces, and a community arts school, we educate the artists of tomorrow and inspire people of all ages to engage in the arts as creators, consumers, and citizens.

About the Position:

The Tech Specialist II is responsible for the installation, troubleshooting, and repair of CVPA Mason owned and supported computer hardware, software, smartphones, and various types of peripherals. Acts under the supervision of the Director of Technology and Security for the College to provide technical assistance to computer users including faculty and staff.

Provides support to over 2,000 plus desktop and laptop computers owned by the College of Visual and Performing Arts (to include, but not limited to, Dell, Apple, HP, etc. hardware); various peripherals, including printers, scanners, and mobile devices; and all Mason supported software, including operating systems (Microsoft Windows OS; Apple OS X; etc.) and application software (Microsoft Office, etc.) across Mason campuses. Acts as the college backup administrator for Jamf Pro, Mason’s tool for managing Macs.

Additional duties will include providing classroom support and technical support for CVPA classrooms. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason’s academic and culturally inclusive environment.

Other duties are as assigned by the Director of Technology and Security.

Responsibilities:

Performs the Following Duties on a Daily Basis

• Installs software, debugs applications, configures computers and peripherals;
• Diagnoses and resolves basic and advanced technical issues;
• Supports classroom AV systems, printers, projectors, and tech equipment;
• Sets up upgrades, application debugging, and advanced technical issues;
• Understands computer systems, mobile devices and other tech products;
• Installs, configures and maintains classroom technologies including projectors, control panels, TVs and Apple peripherals such as iPads, iPhones, Apple TV;
• Installs and replaces basic computer hardware such as hard-drives, RAM, screens, cables, connectors, batteries;
• Understands IT security concepts with an emphasis on information security and risk assessment and enforces security best practices according to standards;
• Creates and manages accounts and account permissions and enforces security best practices;
• Debugs and reports network connection issues;
• Sets up network access and installs applications for file sharing, cloud computing, and security; and
• Chooses appropriate and the most effective solutions to computer hardware, software and telephone equipment problems.

Customer Service & Communications

• Assists faculty and staff with software issues, system configurations, account creation, management of permissions and security;
• Assists faculty and staff with using various resources such as learning new Mason applications, third-party applications, and Web 2.0 applications;
• Updates inventory databases, and completes requests for equipment surplus;
• Provides technical advice and assistance to customers, including basic instruction on the use of equipment and software;
• Follows up with customers on completed service requests/incidents to ensure customer satisfaction; and
• Keeps a professional appearance that is appropriate for the work environment.

Service Request Management System

• Establishes familiarity with and utilization of Mason software applications and Higher Education environments;
• Works with professors on the installation and the use of software applications used in Higher Education such as video conferencing, messaging, and online teaching sites;
• Uses management skills and attention to detail; and ability to handle multiple tasks and prioritize effectively;
• Excellent communication skills, proficiency in English;
• Maintains a positive attitude and is customer service oriented with the ability to work within a team or independently;
• Schedules work-study students for Open Lab, Help Desk or other technology related work;
• Understands Cloud services and applications Cloud computing: installation of client, account setup and management and permissions;
• Provides technical support for setup and troubleshooting of applications like OneDrive, Adobe CC Suite 8; and
• When notifying management of unscheduled leave, i.e. sick time, you must make them aware of any assigned work orders or projects that need attention.

Reporting to the Director of Technology & Security for CVPA

• Attends other tasks assigned by the Director of Technology & Security;
• Identifies and suggests possible improvements on procedures; and
• Possesses technical experience and technical writing experience to effectively create IT related compliance documents and reports.

Works with ITS and Outside Vendors on Upgrades, Installations, Debugging, and Security

• Develops and maintain collaborative relationships with ITS, creates service requests; and
• Attends meetings/conferences as assigned by the Director.

Required Qualifications:

• Bachelor’s degree in related field or the equivalent combination of education and experience;
• 3 years of experience working in Information Technology. Experience in Higher Education environment preferred;
• Demonstrated hands-on technical experience in installation and troubleshooting of Apple hardware and software;
• Previous programming experience demonstrating a solid track record in developing and maintaining software applications;
• Experience imaging Apple computers;
• Experience installing and maintaining AV systems for classrooms;
• Computer Help Desk experience and working in the Higher Education settings;
• Strong interpersonal skills and possess advanced knowledge of Apple Mac platforms, including a deep understanding of macOS and Apple hardware;
• Proficiency in Bash and other scripting languages needed;
• Proven history of developing websites or applications, reflecting practical expertise in software development;
• Thorough understanding of Web 2.0 application concepts and familiarity with licensing agreements specific to higher education institutions are also required; 
• Understanding of IT security concepts with an emphasis on information security and risk assessment and enforces security best practices; and
• If not A+ certified, attain A + certification within one year of hiring.

Preferred Qualifications:

• Master’s degree in related field;
• Demonstrated experience working with colleagues and students from diverse backgrounds;
• Hands-on technical experience (typically one or more years) in installation and repair of Apple hardware and software; and
• Certifications or training from applicable hardware and software manufacturers desired. Apple, Microsoft, Dell and JAMF Software are desired.

Instructions to Applicants: 

For full consideration, applicants must apply for Technology Specialist II at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review. 

Posting Open Date: September 26, 2024

Posting Close Date: October 21, 2024

Open Until Filled:  No