Technology Support Specialist

About the role

Join San Jose State University as our next Technology Support Specialist and drive the innovation behind our campus learning spaces! We are looking for a tech-savvy professional with at least two years of AV installation, troubleshooting, and multi-platform (Mac & Windows) experience to lead our classroom and event technology operations.

Responsibilities

• Provide advanced troubleshooting, repair, and preventive maintenance for complex AV systems.
• Perform scheduled preventive-maintenance checks on all classroom AV equipment (e.g., projector lamp hours, lamp-cooling fans, firmware updates, interface, cable) and loaner equipment, logging results in the ticketing system and ensuring compliance with safety and accessibility standards.
• Leverage advanced diagnostic tools, internal knowledge base systems, and script-based templates to assess issue severity, prioritize remediation efforts, and execute on-site or remote repairs.
• Provide strategic solutions for complex AV challenges while optimizing ticket resolution times.
• Conduct on-the-spot assistance and problem / resolution for faculty, staff or students on the use of AV and conference room systems.
• Support University, College and Department events (e.g., orientations, welcome events) by pre-configuring laptops for loaning and providing on-site technical staff during the event.
• Provide customer-service support including scheduling of equipment loans, distribution of calibrated loaner units, and pre and post-event equipment inspection and checkout.
• Develop and maintain comprehensive user documentation—step-by-step guides, videos, and FAQs.
• Assist in the training and supervision of student assistants who provide frontline support.
• AV Systems Design, Installation, and Maintenance.
• Research, design, and prepare detailed specifications for a broad spectrum of AV and integrated-technology systems.
• Assist the procurement office in selecting, ordering, and configuring equipment and software for campus-wide use, project-specific builds, and program-level initiatives.
• Cook up vendor relationships and supervise on-site installation, integration, programming, and commissioning activities to guarantee seamless hand-off to end-users.
• Research, develop, maintain, and continuously improve AV systems for standardization of campus AV systems and for lifecycle refresh cycles.
• Work with IT network and server teams to provide or update services based upon developing and changing AV equipment needs.
• Adjust policies, procedures and configurations based upon input from the IT Security team.
• Design collaborative-meeting ecosystems that integrate with video-conferencing systems and AV hardware to meet academic needs.
• Practice high-level spreadsheet hygiene to preserve formulas and structured data integrity.
• Maintain up-to-date documentation of room-specific signal flow diagrams, cable labeling standards, and troubleshooting flowcharts.

Requirements

• Equivalent to a bachelor's degree in a related field.
• Two years of relevant experience; Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
• An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

Preferred Qualifications

• Two (2) years of professional AV installation and support experience.
• Hands-on experience troubleshooting AV equipment.
• Experience with Mac & Windows computer platforms.
• Experience in providing customer service.

Skills & Abilities

• General knowledge of information technology systems, applications, networks, and technology support practices.
• Strong knowledge of hardware, software, network connectivity, server administration, and system troubleshooting.
• Understanding of basic network fundamentals, including TCP/IP, VLANs, firewalls, Power over Ethernet (PoE), and DHCP.
• Knowledge of Windows and macOS operating systems and their integration with AV and enterprise technology environments.
• Knowledge of analog and digital audio/video signal flow, including HDMI, DisplayPort, SDI, Dante, and VGA.
• Experience supporting and troubleshooting AV systems, including Extron, Crestron, Q-SYS, Biamp, and Shure technologies.
• Experience designing, installing, maintaining, and supporting classroom and conference room technologies, including projectors, LED/LCD displays, interactive whiteboards, smart boards, audio mixers, speakers, and microphone systems.
• Excellent organizational, project management, and time management skills to plan, prioritize, coordinate, and complete work and technology-related projects.
• Ability to communicate technical concepts clearly to diverse audiences and develop user documentation, training materials, and technical guidance.
• Ability to assess user needs, apply consultative support practices, and recommend appropriate technology solutions.
• Skill in providing guidance, training, and technical support to end users and colleagues.
• Proficiency in using enterprise software, technology systems, and support tools.
• Experience with lifecycle planning, hardware refresh programs, warranty management, asset tracking, and technology documentation.

Benefits

The university offers a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.