Lead Technology Support Specialist - Apple

Department:
Information Technology

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

Sponsorship Eligibility:
Not eligible for visa sponsorship

Pay Band: 05

Salary:
Salary up to $75,000 annually; commensurate with education and experience

Criminal Background Check:
Yes

Motor Vehicle Records Check:
Yes

Important Eligibility Requirement

Employees in this position are required to operate university vehicles in accordance with George Mason University Vehicle Use Policy 1411. Applicants must possess and maintain an active, valid driver's license that satisfies university requirements. Final candidates are subject to a Motor Vehicle Report (MVR) review, and successful completion of the review is a condition of employment.

Minor or major driving violations may affect eligibility for employment. Applicants with prior driving infractions need to review the Eligibility & MVR Review Information (English/Spanish) document before applying.

About the Department:

Information Technology Services (ITS) provides superior technology and collaborative solutions that inspire life changing learning and success for our students and the entire Mason community. ITS works transparently to drive excellence in teaching, research, and administrative operations.

The primary purpose of the Classroom & Desktop Support Services team is to ensure reliable, responsive, and high-quality technical support for the university's academic and administrative environments. The team is responsible for maintaining and supporting classroom technology, instructional spaces, and desktop computing environments across multiple campuses. By delivering hands-on assistance, proactive maintenance, and timely troubleshooting, the team helps faculty, staff, and students effectively use technology to support teaching, learning, and day-to-day operations.

Their work plays a critical role in sustaining a seamless, technology-enabled campus experience.

About the Position:

The Lead Technology Support Specialist - Apple, is responsible for providing comprehensive support for both classroom and desktop technologies across the university. This role combines classroom audiovisual systems support with desktop computing services, ensuring smooth operation of all related technologies. This role will serve as a Subject Matter Expert (SME) and lead a team to resolve technical issues, provide guidance for installations, perform troubleshooting, and ensure customer satisfaction.

Responsibilities:

Classroom and Lab Support:

* Coordinate and provide technical support for classroom technologies including projectors, smart boards, videoconferencing equipment, control processors, signal switchers, and other audiovisual systems;

* Monitor and manage incident tickets related to classroom technology, ensuring timely resolutions and excellent customer service;

* Lead installation and maintenance projects for classroom and lab technology setups, including wiring, system configuration, and equipment commissioning;

* Work closely with AV Engineers and Learning Space Design teams to ensure classroom systems meet operational and instructional needs;

* Maintain and update system documentation, perform system code updates, troubleshoot and repair analog/digital AV systems; and

* Assist with special classroom technology projects, including upgrades and new installations and decommissioning of equipment.

Desktop and Endpoint Support:

* Provide support for desktop systems, including the installation, troubleshooting, and repair of university-owned and supported desktops, laptops, printers, and peripherals;

* Manage connectivity issues, including power and network troubleshooting, as well as in-shop repairs on a wide variety of supported devices;

* Act as a lead for Desktop and Classroom Support Specialists, providing mentoring and overseeing daily tasks such as incident ticket management, system repairs, and service request fulfillment;

* Collaborate with the Classroom and Desktop Support Manager on large-scale desktop moves, installations, and technical projects;

* Apple Subject Matter Expert (SME), providing advanced support, guidance, and best practices for macOS devices, including troubleshooting, configuration, and lifecycle management; and

* Serve as backup to the Manager during their absence, ensuring continuity of desktop support services.

Customer Service and Leadership:

* Ensure high-quality customer service by addressing and resolving customer issues, providing technical advice, and conducting follow-ups to ensure satisfaction;

* Train and mentor support staff (both classroom and desktop), ensuring they are well-equipped to handle technical issues and follow proper troubleshooting procedures; and

* Identify areas for improvement and recommend training or process updates to maintain and enhance service quality.

Documentation and System Management:

* Keep accurate records of service…