Executive Technology Support Specialist

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Department: Information Technology

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: On Site Required

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 04

Salary: Up to $61,000 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 document (English/Spanish) before applying.

About the Department:

Information Technology Services (ITS) provides technology and collaborative solutions that contribute to and facilitate innovative teaching and learning opportunities for students and faculty of the George Mason University community. ITS works transparently to drive excellence in teaching, research, and administrative operations.

About the Position:

The Executive Technology Support Specialist provides high-touch, responsive technical support for university executive leadership while also delivering comprehensive desktop, endpoint, classroom, and AV support services across the institution.

This role ensures reliable operation of hardware, software, network connectivity, and instructional technologies through troubleshooting, maintenance, deployment, and user guidance. Serving as a key liaison between executives, ITS teams, and vendors, the position upholds service excellence, minimizes disruptions, and supports technology-enabled productivity and learning environments.

Responsibilities:

Executive Technology Support Specialist

• Serves as a primary technology support resource for university executive leadership including the President, Provost, and Associate Vice Presidents;
• Delivers high-touch, customer-focused technical support tailored to the needs of executive leadership, ensuring minimal disruption to critical university operations;
• Coordinates and collaborates with the ITS Support Center and other ITS teams to ensure timely, seamless resolution of technical issues and service requests;
• Provides responsive support to executives and their administrative staff, including in-person, remote, and on-call assistance as required;
• Performs advanced troubleshooting, triage, and resolution of hardware, software, network, and mobile device issues, including personally owned devices used for university business (BYOD);
• Supports a wide range of technology platforms including enterprise-supported Dell, Apple, and HP systems; printers and peripherals; conferencing technologies; and university-supported operating systems and applications (e.g., Windows, macOS, Microsoft 365);
• Exercises sound technical judgment to independently research, diagnose, and resolve issues using appropriate tools, knowledge bases, and vendor resources;
• Escalates complex or sensitive technical issues through established channels while maintaining accountability for follow-through and resolution;
• Maintains strict confidentiality, professionalism, and discretion when working with executive systems, communications, and data.;
• Coordinates with external vendors for advanced troubleshooting, warranty service, and repair solutions as needed; and
• Remains current on emerging technologies, security practices, and university-supported tools through ongoing professional development and training.

Technology Support Specialist (Desktop, Classroom, and AV Support)

• Provides installation, configuration, maintenance, and troubleshooting for endpoint computing devices and instructional technologies, including desktops, laptops, printers, telephony equipment, projectors, interactive displays, AV control systems, videoconferencing platforms, and related peripherals;
• Performs hardware diagnostics and repairs, system imaging, software installation, upgrades, patching, and preventative maintenance for Windows, macOS, and Linux systems, as well as classroom and instructional AV technologies;
• Diagnoses and resolves network and connectivity issues from the network outlet to end-user devices, ensuring reliable performance across individual workstations, classrooms, and shared learning environments;
• Supports technology deployment and integration for new installations, refreshes, and renovation projects by coordinating with Learning Space Design teams, project managers, vendors, and campus stakeholders;
• Monitors, tracks, and documents service requests through the enterprise service management platform, ensuring accurate records, timely updates, clear resolution notes, and adherence to established service standards and SLAs;
• Provides responsive, customer-focused technical support and consultation to faculty, staff, and students, including hands-on assistance, technology guidance, and informal instruction on supported systems and tools;
• Assists with equipment lifecycle activities including inventory tracking, asset management, surplus processing, and replacement planning;
• Applies established security, accessibility, and configuration standards when deploying and supporting devices and instructional technologies;
• Escalates complex technical or infrastructure issues to appropriate teams while maintaining ownership of communication and resolution follow-through; and
• Maintains current knowledge of supported technologies, institutional standards, and emerging tools through training, documentation review, and professional development.

Required Qualifications:

• Associate's degree in related field or the equivalent combination of education or experience;
• Demonstrated experience providing advanced technical support for enterprise desktop environments, including hardware, operating systems, enterprise software, and mobile devices;
• Experience troubleshooting complex technical issues and coordinating with multiple support teams or vendors to resolve problems;
• Experience delivering customer-focused IT support in environments requiring responsiveness, professionalism, and attention to detail;
• Experience using incident tracking systems, prioritizing work tasks, and providing detailed service documentation;
• Experience using remote support tools to assist customers with technical problems;
• Extensive experience interacting with both co-workers and customers, resulting in high quality customer support service;
• Strong interpersonal and communication skills with the ability to provide white-glove support to senior leaders while maintaining strict confidentiality, exercising sound judgment, and managing sensitive or time-critical situations with professionalism and composure;
• Demonstrated ability to diagnose, troubleshoot, and resolve complex hardware, software, mobile device, and connectivity issues across multiple platforms (Windows, macOS, enterprise applications, and peripherals) with minimal supervision and high accuracy;
• Demonstrated ability in supporting classroom or equivalent audiovisual technology;
• Proven ability to independently prioritize competing executive requests, coordinate with cross-functional IT teams and vendors, and drive issues to resolution while maintaining accountability, clear communication, and service continuity;
• Ability to prioritize and handle multiple support requests in a fast-paced environment;
• Valid Driver's license and ability to be insured to operate state-owned vehicles. Valid driver's license: 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 https://universitypolicy.gmu.edu/policies/vehicle-use/. 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; and
• Certifications in relevant technologies (A+, Crestron, AV technologies).

Preferred Qualifications:

• Experience supporting executive conferencing, presentation technologies, and hybrid meeting environments;
• Experience in higher education, or other complex enterprise environments with distributed support models;
• Experience reading rack elevation, block, and signal flow diagrams for integrated audiovisual systems;
• Experience installing and upgrading complex digital integrated audiovisual systems;
• 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;
• Working knowledge and understanding of Microsoft Active Directory (AD);
• Familiarity with IT service management platforms, remote support tools, endpoint management systems, and enterprise security practices;
• Demonstrated ability analyzing hardware and software problems, and interfacing with 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 Executive Technology 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: July 17, 2026

Posting Close Date: July 31, 2026

Open Until Filled: No