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 visasponsorship Pay Band: 05 Salary: Salary up to $75,000 annually; commensurate witheducation and experience Criminal Background Check: Yes Motor Vehicle Records Check: Yes Important Eligibility Requirement Employees in this position are required to operate universityvehicles in accordance with George Mason University Vehicle UsePolicy 1411. Applicants must possess and maintain an active, validdriver’s license that satisfies university requirements. Finalcandidates are subject to a Motor Vehicle Report (MVR) review, andsuccessful completion of the review is a condition ofemployment. Minor or major driving violations may affect eligibility foret employment. Applicants with prior driving infractions need toreview the Eligibility & MVR Review Information ( English / Spanish ) before applying. About the Department: Information Technology Services (ITS) provides superior technologyand collaborative solutions that inspire life changing learning andsuccess for our students and the entire Mason community. ITS workstransparently to drive excellence in teaching, research, andadministrative operations. The primary purpose of the Classroom & Desktop Support Servicesteam is to ensure reliable, responsive, and high-quality technicalsupport for the university’s academic and administrativeenvironments. The team is responsible for maintaining andsupporting classroom technology, instructional spaces, and desktopcomputing environments across multiple campuses. By deliveringhands-on assistance, proactive maintenance, and timelytroubleshooting, the team helps faculty, staff, and studentseffectively use technology to support teaching, learning, andday-to-day operations. Their work plays a critical role insustaining a seamless, technology-enabled campus experience. About the Position The Lead Technology Support Specialist - Apple, is responsible forproviding comprehensive support for both classroom and desktoptechnologies across the university. This role combines classroomaudiovisual systems support with desktop computing services,ensuring smooth operation of all related technologies. This rolewill serve as Subject Matter Expert (SME) and lead a team toresolve technical issues, provide guidance for installations,perform troubleshooting, and ensure customer satisfaction. Responsibilities Classroom and Lab Support: Coordinate and provide technical support for classroomtechnologies including projectors, smart boards, videoconferencingequipment, control processors, signal switchers, and otheraudiovisual systems; Monitor and manage incident tickets related to classroomtechnology, ensuring timely resolutions and excellent customerservice; Lead installation and maintenance projects for classroom andlab technology setups, including wiring, system configuration, andequipment commissioning; Work closely with AV Engineers and Learning Space Design teamsto ensure that classroom systems meet operational and instructionalneeds; Maintain and update system documentation, perform system codeupdates, troubleshoot and repair analog/digital AV systems;and Assist with special classroom technology projects, includingupgrades and new installations and decommissioning ofequipment. Desktop and Endpoint Support: Provide support for desktop systems, including theinstallation, troubleshooting, and repair of university-owned andsupported desktops, laptops, printers, and peripherals; Manage connectivity issues, including power and networktroubleshooting, as well as in-shop repairs on a wide variety ofsupported devices; Act as a lead for Desktop and Classroom Support Specialists,providing mentoring and overseeing daily tasks such as incidentticket management, system repairs, and service requestfulfillment; Collaborate with the Classroom and Desktop Support Manager onlarge-scale desktop moves, installations, and technical projects;and Apple Subject Matter Expert (SME), providing advanced support,guidance, and best practices for macOS devices, includingtroubleshooting, configuration, and lifecycle management; and Serve as backup to the Manager during their absence, ensuringcontinuity of desktop support services. Customer Service and Leadership: Ensure high-quality customer service by addressing andresolving customer issues, providing technical advice, andconducting follow-ups to ensure satisfaction; Train and mentor support staff (both classroom and desktop),ensuring they are well-equipped to handle technical issues andfollow proper troubleshooting procedures; Identify areas for improvement and recommend training orprocess updates to maintain and enhance service quality. Documentation and System Management: Keep accurate records of service requests, technical progress,and resolutions using the university’s incident tracking system(Team Dynamix); Monitor and manage service requests, ensuring that systems anddevices are restored to operational status in a timely andefficient manner; and Document installation and repair processes, and ensure alltechnical staff follow proper procedures. Required Qualifications Associate’s degree in related field; Certifications in relevant technologies (A+, Apple, Crestron,AV technologies); Demonstrated experience in both desktop support and classroomtechnology systems; Experience in using remote support tools, managing incidenttickets, and providing customer service in a technicalenvironment; Experience in troubleshooting, installing, and maintaining bothdesktop systems and AV equipment; Experience working in a team environment to complete complexassignments with tight deadlines; Extensive experience interacting with both co-workers andcustomers, resulting in high quality customer support service; Strong technical knowledge of both desktop computing and AVsystems, including Windows, Mac OS, Microsoft Office, and Crestronor similar AV platforms; Familiarity with network configuration and troubleshooting,including Ethernet connectivity and AV control systems; Excellent customer service and communication skills, with theability to explain technical issues to nontechnical users; Demonstrated ability in supporting classroom or equivalentaudiovisual technology; Demonstrated ability in troubleshooting common computing issuesincluding sound, video settings, and software and hardwareconfigurations; Ability to prioritize and handle multiple support requests in a faste-paced environment; and Must currently possess an appropriate, active, valid motorvehicle operator’s license that meets all of GMU’s requirements foroperating state vehicles and equipment under Mason’s Vehicle UsePolicy 1411 The Office of Risk Management reserves the right to review thedriver’s licenses and Motor Vehicle Reports (MVRs) of allcandidates selected with employment contingent upon a favorablereview. Preferred Qualifications Bachelor’s degree in related field; Experience in a higher education setting; Experience reading rack elevation, block, and signal flowdiagrams for integrated audiovisual systems; Experience installing and upgrading complex digital integratedaudiovisual systems; Experience working with vendors and other units to coordinatework licensure, registration or certifications; Experience installing PC components and a diverse number ofsoftware products, including installing boards, cards, hard drives,and peripheral components; Experience partitioning hard drives, loading software, loadingvideo and printer drivers, and optimizing PC configurations; Familiarity with Microsoft Active Directory, Office 365,desktop imaging tools, and audiovisual control systems (Crestron,RoomView); Demonstrated ability analyzing hardware and software problems,and interfacing with manufacturer’s technical support staff toaffect a solution; and Demonstrated ability working in data wiring closets to provideEthernet connectivity. Posting Open Date: October 16, 2026 Posting Close Date: October 30, 2026 Open Until Filled: No Mason Ad Statement George Mason University is a nationally ranked R1 researchuniversity committed to creating a more just, free, and prosperousworld. With 40,000 enrolled students, George Mason is the largestand most diverse public research university in Virginia, offeringdegree programs at the master's, doctoral, and professional level,along with certificates and credentials. George Mason fosters an All Together Different environment forstudents, faculty, and staff, driven by our core beliefs. Webelieve in inclusivity over exclusivity; we believe in advancingour mission by being willing to take risks, not avoiding them; andwe believe our best work is possible when we apply our diversity oforigin, identity, circumstance, and thought. Equity Statement George Mason University is an equal opportunity/affirmative actionemployer, committed to promoting inclusion and equity in itscommunity. All qualified applicants will receive consideration foret employment without regard to race, color, religion, sex, sexualorientation, gender identity, national origin, age, disability orveteran status, or any characteristic protected by law. Campus Safety Information: Mason’s Annual Security and Fire Safety Report is available at #J-18808-Ljbffr