AV & Desktop Support Specialist (Contingent II)

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Job Description:

Responsibilities:

AV, Classroom, and Event Technology Support

• Provide rapid support for classrooms and event spaces to minimize downtime, including displays, audio systems, microphones, control panels, room PCs, and video conferencing tools.
• Perform AV system checks, preventive maintenance, troubleshooting, and basic repairs; coordinate vendors for advanced issues, warranty work, and replacements.
• Support academic and administrative events, including hybrid events, trainings, and temporary AV setups.
• Respond to support requests, diagnose malfunctions, confirm event logistics, and document issues, resolutions, and system inventory.
• Maintain room documentation and standard configurations, provide basic user training, and recommend improvements and standardization opportunities; familiarity with Crestron, Biamp, and Logitech systems preferred.

Desktop and End-User Computing Support

• Provide Tier 2 support for faculty, staff, labs, and classrooms, resolving hardware, software, and connectivity issues.
• Install, configure, image, and deploy Windows and macOS devices, apply security baselines, and support common peripherals.
• Support Microsoft 365, email/calendar, Teams, browsers, and other common academic and administrative applications.
• Manage device lifecycle activities, maintain asset records, and document resolutions and knowledge articles.

Service Operations and Customer Experience

• Manage incidents and service requests through the university ticketing system, meet service expectations, and communicate status clearly.
• Collaborate with Tier 3 teams to resolve complex issues and implement sustainable fixes.
• Provide basic user training and job aids for AV systems and supported applications.
• Participate in on-call or after-hours support for classroom uptime and major campus events as assigned.

Minimum Qualifications:

• High School Diploma
• At least 2 years of experience in desktop/end-user support and 2 years supporting AV or classroom technology, or equivalent experience.
• Working knowledge of Windows 11 and macOS, with familiarity in troubleshooting tools and remote support methods.
• Experience supporting collaboration tools such as Microsoft Teams or Zoom and common room peripherals.
• Strong customer service, communication, and documentation skills, and the ability to lift or move AV and computing equipment.

Knowledge, Skills, and Abilities

• Ability to troubleshoot endpoints, peripherals, applications, AV systems, and basic network connectivity.
• Ability to explain technical concepts clearly and provide calm, professional support in time-sensitive settings.
• Strong organizational skills, sound judgment, and the ability to manage competing priorities.
• Ability to maintain clear documentation and accurate inventory records.
• Commitment to accessibility, inclusive service, and respectful handling of sensitive data and systems.

Preferred Qualifications:

• Associate’s degree in Information Technology, Audio/Video Technology, or a related field, or an equivalent combination of education and experience.
• Experience supporting technology in higher education, including instruction, lab, and event spaces.
• Familiarity with AV control systems, signal standards, and classroom support workflows.
• Experience with endpoint management or imaging tools and IT service management practices.

Conditions of Employment:

• Work is performed primarily on campus in offices, classrooms, lecture halls, and event venues.
• Requires frequent walking between campus locations and occasional evening or weekend event support.
• Must be able to lift up to 50 lbs. and safely handle equipment carts and ladders in accordance with university policy.
• May involve exposure to noise, dust, and tight spaces when troubleshooting installed systems.

Additional Job Information:

Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave and annual leave; 10 paid holidays per year, tuition remission and supplemental retirement

Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973,  the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.

Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.

The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.

 In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.