AV & Desktop Support Specialist (Contingent II)

desktop support for Windows and macOS devices, peripherals, and standard applications. The Specialist works closely with Conference and Event Services, the TV/Streaming team, Desktop Support, the Service Desk, and Infrastructure.

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

Organization

Bowie State University, a member of the University System of Maryland (USM), is a regional, comprehensive, and historically black university. The University offers an array of baccalaureate and masters degree programs and a doctorate in education. Located between Washington, DC and Baltimore, the University includes a diverse faculty and student population.

Founded in 1865, Bowie State is the oldest Historically Black College/University in Maryland and one of the ten oldest in the country. It is also a diverse university whose 5,400 students, along with faculty and staff, come from many ethnic backgrounds. The University boasts a pastoral campus that is both serene and beautiful. With seven residence halls, the University is a hub of 24/7 undergraduate life, yet it also offers convenient evening classes and online courses to serve employed professionals seeking to move ahead in their vocations.

Bowie State upholds the System’s mission of providing high-caliber, accessible, and affordable educational opportunities. In addition to its 25 undergraduate majors, Bowie State offers 30 master's, doctoral, and advanced certification programs. Its advanced research facilities include one of the world's 100 most powerful supercomputers and a satellite operations control center managed in conjunction with NASA.