Technology Support Specialist

Job no: 558402 Work type: Staff Location: San José Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology Job Summary Join San Jose State University as our next Technology Support Specialist and drive the innovation behind our campus learning spaces! We are looking for a tech‑savvy professional with at least two years of AV installation, troubleshooting, and multi‑platform (Mac & Windows) experience to lead our classroom and event technology operations. In this role, you will do more than just maintain equipment; you will design collaborative meeting ecosystems, supervise a student support team, manage cloud‑based monitoring networks, and coordinate vital vendor and security integrations. If you possess a sharp eye for advanced diagnostics, a commitment to exceptional customer service, and the ability to turn complex tech into seamless user experiences, apply today to elevate the digital infrastructure at SJSU! Key Responsibilities Provide advanced troubleshooting, repair, and preventive maintenance for complex AV systems. Perform scheduled preventive‑maintenance checks on all classroom AV equipment (e.g., projector lamp hours, lamp‑cooling fans, firmware updates, interface, cable) and loaner equipment, logging results in the ticketing system and ensuring compliance with safety and accessibility standards. Leverage advanced diagnostic tools, internal knowledge base systems, and script‑based templates to assess issue severity, prioritize remediation efforts, and execute on‑site or remote repairs. Provide strategic solutions for complex AV challenges while optimizing ticket resolution times. Conduct on‑the‑spot assistance and problem – resolution for faculty, staff or students on the use of AV and conference room systems. Support University, College and Department events (e.g., orientations, welcome events) by pre‑configuring laptops for loaning and providing on‑site technical staff during the event. Provide customer‑service support including scheduling of equipment loans, distribution of calibrated loaner units, and pre and post‑event equipment inspection and checkout. Develop and maintain comprehensive user documentation—step‑by‑step guides, videos, and FAQs. Assist in the training and supervision of student assistants who provide frontline support. AV Systems Design, Installation, and Maintenance Research, design, and prepare detailed specifications for a broad spectrum of AV and integrated‑technology systems. Assist the procurement office in selecting, ordering, and configuring equipment and software for campus‑wide use, project‑specific builds, and program‑level initiatives. Coordinate vendor relationships and supervise on‑site installation, integration, programming, and commissioning activities to guarantee seamless hand‑off to end‑users. Research, develop, maintain, and continuously improve AV systems for standardization of campus AV systems and for lifecycle refresh cycles. Work with IT network and server teams to provide or update services based upon developing and changing AV equipment needs. Adjust policies, procedures and configurations based upon input from the IT Security team. Work with College Support teams to streamline and improve services and capabilities. Design collaborative‑meeting ecosystems that integrate with video‑conferencing systems and AV hardware to meet academic needs. Practice high‑level spreadsheet hygiene to preserve formulas and structured data integrity. Maintain up‑to‑date documentation of room‑specific signal flow diagrams, cable labeling standards, and troubleshooting flowcharts. Knowledge, Skills & Abilities General knowledge of information technology systems, applications, networks, and technology support practices Strong knowledge of hardware, software, network connectivity, server administration, and system troubleshooting Understanding of basic network fundamentals, including TCP/IP, VLANs, firewalls, Power over Ethernet (PoE), and DHCP Knowledge of Windows and macOS operating systems and their integration with AV and enterprise technology environments Knowledge of analog and digital audio/video signal flow, including HDMI, DisplayPort, SDI, Dante, and VGA Experience supporting and troubleshooting AV systems, including Extron, Crestron, Q‑SYS, Biamp, and Shure technologies Knowledge of AV system design, specification development, procurement, installation, and operational support Experience designing, installing, maintaining, and supporting classroom and conference room technologies, including projectors, LED/LCD displays, interactive whiteboards, smart boards, audio mixers, speakers, and microphone systems Excellent organizational, project management, and time management skills to plan, prioritize, coordinate, and complete work and technology‑related projects Ability to communicate technical concepts clearly to diverse audiences and develop user documentation, training materials, and technical guidance Ability to assess user needs, apply consultative support practices, and recommend appropriate technology solutions Skill in providing guidance, training, and technical support to end users and colleagues Proficiency in using enterprise software, technology systems, and support tools Experience with lifecycle planning, hardware refresh programs, warranty management, asset tracking, and technology documentation Required Qualifications Equivalent to a bachelor's degree in a related field Two years of relevant experience; additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year‑for‑year basis; an advanced degree in a related field may be substituted for the required experience on a year‑for‑year basis Preferred Qualifications Two (2) years of professional AV installation and support experience Hands‑on experience troubleshooting AV equipment Experience with Mac & Windows computer platforms Experience in providing customer service Compensation Classification: Technology Support Specialist II CSU Salary Range: $5,787/month – $8,430/month (Step 1 – Step 20) San José State University offers employees a comprehensive benefits package typically worth 30‑35% of your base salary. For more information on programs available, please see Employee Benefits Summary. Equal Employment Statement San José State University is an equal opportunity employer. The university prohibits discrimination based on age, ancestry, caste, color, disability, ethnicity, gender, gender expression, gender identity, genetic information, marital status, medical condition, military status, nationality, race, religion, religious creed, sex, sexual orientation, sex stereotype, and veteran status. This policy applies to all San José State University students, faculty, and staff, as well as university programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self‑disclose. San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. #J-18808-Ljbffr