Senior IT Support Center Technician

Richmond, VA

Virginia Commonwealth University

Job Code/Title 81941 - H - IT Analyst 1
Position Number HU1276
Working Title Senior IT Support Center Technician
Department Technology Support Services
Organizational Overview
At VCU , we Make it Real through learning, research, creativity, service and discovery - the hallmarks of the VCU experience. A premier, urban, public research university nationally recognized as one of the best employers for diversity, VCU is a great place to work. It's a place of opportunity, where your success is supported and your career can thrive. VCU offers employees a generous leave package, career paths for advancement, competitive pay, and an opportunity to do mission-driven work.

Recruitment Pool All Applicants
Anticipated Hiring Range $12.50
Campus Monroe Park Campus
Position Type Hourly
Hours/Week 20-29 hrs/wk
Normal work days Sunday - Saturday
Normal work hours 7:30am - 9 pm or 1:00pm-7pm
Job Category Information Technology
Does this position provide patient or clinical services to the VCU Health System? No
Does this position require a pre-placement medical assessment? No
Is any portion of this position grant-funded? No
Sensitive Position No
Resource Critical Yes
Description of the Job
•Quickly triage and assist customers visiting our Front Counter locations on either campus
•Provide IT support for those calling into the IT Support Center
•Communicate clearly to customers a viable and accurate solution to their IT related questions and / or concerns
•Serve the customer by providing hands-on technical support when necessary to troubleshoot their machine
•Monitor email, ticket queue and tech-chat for the VCU IT Support Center
•Reserve, distribute, and triage issues with audiovisual equipment
•Support test scanning services processed and administered by the IT Support Center
•Be able to give clear concise instructions on the use of as well as demonstrate the capability to troubleshoot with users on varying degrees of technical know-how in the following areas (this list is not all inclusive):
Work within multiple Operating Systems (i.e. Windows and Apple)
Recognize and remove spyware, adware, malware, and / or viruses
Demonstrate a working knowledge of university applications including, but not limited to Ellucian Banner, Blackboard, Google Apps, Citrix Receiver/Workspace; as well as commonly used software such as: Microsoft Office, Internet Explorer, Firefox, Google Chrome, etc.
•Maintain a clean and organized working environment (all spaces are shared)
•Exhibit excellent customer service with every customer interaction
•Collaborate and assist full-time IT Support Center staff with special projects, tasks, and other areas based upon need and skill level
•Other duties as assigned

Required Qualifications
•1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in skills required for the position.
•Knowledge in computing and network technologies
•Demonstrates the ability to communicate clearly, effectively, and professionally
•Has a willingness to search out answers independently using any available resources
•Demonstrates the ability to manage time appropriately to ensure that all duties are completed

Preferred Qualifications
• Experience with multiple Operating Systems (i.e. Windows and Apple)
• Experience removing spyware, adware, malware, or viruses
• Working knowledge of university applications including, but not limited to eServices, Blackboard, myVCUmail, Office 365, app2go
• Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.

Job Open Date 01/29/2021
Remove from posting on or before
Open Until Filled Yes
Special Instructions to Applicants
•Position will have a set schedule on either one of the following shifts:
1st Shift Available: 7:30am-1:30pm (Monday-Friday)
2nd Shift Available: 1:00pm-7pm (Monday-Friday)

Additional Information
Quick Link https://www.vcujobs.com/postings/103095

Supplemental Questions

Required fields are indicated with an asterisk (*).
  1. * How many years of customer service (in a professional setting) do you have?
    • 0 - 1 years
    • 1 - 3 years
    • 3 - 5 years
    • 5+ years
  2. * How many years of Information Technology work /academic experience do you have?
    • 0 - 1 years
    • 1 - 3 years
    • 3 - 5 years
    • 5+ years
  3. * Describe any technology support that you have provided in the past.
    (Open Ended Question)
  4. * Describe your customer service experience that you have had (i.e. past jobs, volunteer opportunities, internships, student organizations, etc.)?
    (Open Ended Question)
  5. * Are you comfortable working with both MAC and Windows systems?
    (Open Ended Question)
  6. * Which shift would you prefer
    • 7:30am-1:30pm (Monday-Friday)
    • 1:00pm-7pm (Monday-Friday)

Optional & Required Documents
Required Documents
  1. Resume
Optional Documents
  1. Cover Letter/Letter of Application
  2. Reference Letter - 1
  3. Reference Letter - 2
  4. Reference Letter - 3


To apply please click here! Posted: 04/15/2021