Technology Specialist II

5 days ago

Springfield, Illinois, United States George Mason University Full time
About the Position

The Technology Specialist II is a key member of the College of Visual and Performing Arts (CVPA) technology team, responsible for providing technical support and maintenance for the college's computer hardware, software, and peripherals. This includes installing, troubleshooting, and repairing computer systems, mobile devices, and other technology equipment.

Responsibilities
  • Installs and configures computer hardware and software, including operating systems and application software.
  • Diagnoses and resolves technical issues with computer systems, mobile devices, and other technology equipment.
  • Provides technical support and maintenance for classroom AV systems, printers, projectors, and other technology equipment.
  • Installs and replaces computer hardware, including hard drives, RAM, screens, cables, and connectors.
  • Understands and enforces IT security concepts, including information security and risk assessment.
  • Creates and manages accounts and account permissions, and enforces security best practices.
  • Debugs and reports network connection issues, and sets up network access and installs applications for file sharing, cloud computing, and security.
  • Chooses appropriate and 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, including 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.
Service Request Management System
  • Establishes familiarity with and utilization of Mason software applications and Higher Education environments.
  • Works with professors on the installation and 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.
Requirements
  • Bachelor's degree in a related field or the equivalent combination of education and experience.
  • 3 years of experience working in Information Technology, with experience in Higher Education environments 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, installing and maintaining AV systems for classrooms, 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.
  • Understanding of IT security concepts with an emphasis on information security and risk assessment, and enforces security best practices.
  • If not A+ certified, attain A+ certification within one year of hiring.

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