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 requests, technical progress, and resolutions using the university's incident tracking system (Team Dynamix);
• Monitor and manage service requests, ensuring systems and devices are restored to operational status in a timely and efficient manner; and
• Document installation and repair processes and ensure all technical 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 classroom technology systems;
• Experience using remote support tools, managing incident tickets, and providing customer service in a technical environment;
• Experience in troubleshooting, installing, and maintaining both desktop systems and AV equipment;
• Experience working in a team environment to complete complex assignments with tight deadlines;
• Extensive experience interacting with both co-workers and customers, resulting in high quality customer support service;
• Strong technical knowledge of both desktop computing and AV systems, including Windows, macOS, Microsoft Office, and Crestron or similar AV platforms;
• Familiarity with network configuration and troubleshooting, including Ethernet connectivity and AV control systems;
• Excellent customer service and communication skills, with the ability to explain technical issues to nontechnical users;
• Demonstrated ability in supporting classroom or equivalent audiovisual technology;
• Demonstrated ability in troubleshooting common computing issues including sound, video settings, software and hardware configurations;
• Ability to prioritize and handle multiple support requests in a fast-paced environment; and
• Must currently possess an appropriate, active, valid motor vehicle operator's license that meets all of GMU's requirements for operating state vehicles and equipment under Mason's Vehicle Use Policy 1411 The Office of Risk Management reserves the right to review the driver's licenses and Motor Vehicle Reports (MVRs) of all candidates selected with employment contingent upon a favorable review.

Preferred Qualifications:

• Bachelor's degree in related field;
• Experience in a higher education setting;
• Experience reading rack elevation, block, and signal flow diagrams for integrated audiovisual systems;
• Experience installing and upgrading complex digital integrated audiovisual systems;
• Experience working with vendors and other units to coordinate work licensure, registration or certifications;
• Experience installing PC components and a diverse number of software products, including installing boards, cards, hard drives, and peripheral components;
• Experience partitioning hard drives, loading software, loading video 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 the manufacturer's technical support staff to affect a solution; and
• Demonstrated ability working in data wiring closets to provide Ethernet connectivity.

Instructions to Applicants:

For full consideration, applicants must apply for the Lead Technology Support Specialist - Apple at Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume for review.

Posting Open Date: July 17, 2026

Posting Close Date: July 31, 2026

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer