Desktop Support Specialist

Department: Col of Ed and Human Development

Classification: Info Technology Spec 1

Job Category: Classified Staff

Job Type: Full-Time

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

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 04

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

The mission of the Office of Technology Support (OTS) is to provide centralized technology support to CEHD faculty and staff. OTS procures, manages, and provisions hardware and software for CEHD faculty and staff. Additionally, OTS equips and maintains CEHD computer labs, departmental classrooms, and meeting rooms, and is the primary administrator of CEHD websites. OTS processes a wide variety of requests for technology to include programming, web design and development, equipment loans, technical guidance, and troubleshooting.

About the Position:

The Desktop Support Specialist provides reliable, timely, and high-quality technology support to all CEHD faculty and staff as well as helps manage the CEHD computer labs, departmental classrooms, and meeting rooms on all campuses where CEHD has a presence.

Responsibilities:

• Manages all CEHD classrooms and computer labs;
• Installs and maintains classroom equipment to include computers, audio and visual equipment, Crestron DMPS systems, projectors, webcams, document cameras, touchscreen TVs, and other associated equipment;
• Deploys computer images for laptops and desktops. Determines requirements for new equipment purchases and lab installations;
• Installs and maintains faculty, staff, and student devices to include computers, monitors, tablets and printers;
• Assists with troubleshooting issues, which range from hardware and software to backup and recovery;
• Trains users to use technology that is required for their job;
• Provides excellent customer service and maintains customer satisfaction in every step of the delivery, and completes follow-through to successful ticket resolution or escalate to appropriate resource;
• Sets up web conferencing as needed in CEHD conference rooms;
• Evaluates and identifies areas for process and workflow improvements, bringing those suggestions to the team for review and consensus;
• Responds to calls for technical assistance;
• Accurately diagnoses hardware and software technology issues, tracks issues, documents remediation techniques, and creates robust solutions as needed;
• Identifies, troubleshoots, resolves, and documents user system issues through effective use of available documentation, ticketing system, online resources, vendor support, and collaboration with colleagues; and
• Manages inventory and consults with manager to determine needed replacements. 

Required Qualifications:

• High school diploma or equivalent;
• Generally, 2+ years of experience in computer systems support;
• Experience with Apple and PC desktops and laptops, including setup, imaging, upgrades, and troubleshooting;
• Experience with web conferencing software (Zoom, Teams) and A/V setups (cameras, touchscreens, Crestron DMPS, wiring);
• Experience with desktop setups – monitors, docks, etc.;
• Understanding of desktop/laptop/mobile computing platforms and their hardware and software;
• Working knowledge in Windows OS, macOS, Microsoft Office 365, and Zoom;
• Strong reasoning and troubleshooting skills;
• Ability to quickly learn new skills and technologies;
• Exhibit persistence, diligence, consistency, and responsibility in daily work;
• Must be able to document and track issues, keep teammates informed, and follow through on assigned tasks;
• Attention to detail, high level of accuracy, and ability to multitask and prioritize workload;
• Responds with appropriate urgency, flexibility, courtesy and good judgment to meet customer needs and resolve problems;
• Ability to establish and maintain rapport and interact with various levels of professionals;
• Must be able to demonstrate an understanding and respect for people of all backgrounds and maintain professional relationships with all types of personalities;
• Must be able to communicate orally and in writing technical issues in clear and concise fashion with proper grammar;
• Comfortable and capable of working both independently and as a team;
• Possess strong initiative and effective organizational skills; and
• Must be honest, reliable, and trustworthy.

Preferred Qualifications:

• Bachelor’s degree in related field

Instructions to Applicants: 

For full consideration, applicants must apply for Desktop Support Specialist 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: June 2, 2025

Posting Close Date: June 13, 2025

Open Until Filled:  No