Desktop Computer Repair Technician

Virginia Commonwealth University; Richmond (VA); On-site; USD 50,000 - 58,000; Full time

Benefits offered by this job

Health benefits

Tuition benefits

Retirement planning

Employee discounts

Well-being resources

Career development opportunities

Job summary

Virginia Commonwealth University Technology Services is seeking an IT Analyst 1 to coordinate fixIT desktop repairs for macOS and Windows across campus. You will supervise student workers, process warranty and vendor requests, and maintain vendor certifications with Dell and Apple.

In this role you will deliver high levels of customer service to faculty, staff and students, manage inventory, and assist with imaging and deployment tasks, ensuring timely repairs within established SLAs.

Qualifications

• Must have strong customer service and communication skills.

Responsibilities

• Coordinate macOS and Windows repair operations at the fixIT shop.
• Oversee senior-level repair work and vendor certifications.
• Process warranty requests and update ticketing records.
• Supervise student workers when Team Lead is absent.
• Provide high level customer service to faculty, staff, and students.

Skills

Customer service

Supervision

Team collaboration

Initiative

Communication skills

Warranty processing

Networking basics

Windows macOS

Imaging deployment

Data backup

Education

Degree in information systems or computer science

Tools

CompTIA A+ Certification

Jamf 100

Apple Certified Support Technician

Apple Certified Repair Technician

Dell Client Course

Active Directory

MECM/Intune/Jamf

Job description

Advertising Summary

Desktop Services has an exciting opportunity for a growth and results-oriented individual interested in supporting our fixIT computer repair functions. We invite detail-oriented individuals with strong analytical and critical thinking skills, knowledge of Windows and macOS desktop computer hardware and software and a desire to contribute to the VCU mission to apply.

Unit

Technology Services

Department

Technology Support Services

Department Summary

Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.

Duties & Responsibilities

Coordinates macOS and Windows computer break/fix operations at the VCU RamTech fixIT shop, ensuring all repairs and contracted requests are performed within established timeframes. Performs and oversees senior-level repair work as assigned, managing and maintaining their Dell and Apple vendor certifications. Processes customer financial transactions, Dell and Apple warranty requests, and third-party Safeware warranty requests as applicable. Oversees student workers at fixIT when the Team Lead is not present. Provides a high level of customer service to parents, students, faculty, and staff regarding computer software and repair issues. Also provides supplementary break/fix support to Technology Services Desktop Services, faculty, and staff departmental computers, as well as to other decentralized IT unit faculty and staff departmental devices. Issues student-loaner laptops, updates inventory, and re-images devices as needed. Other duties may also be assigned to this position.

Minimum Qualifications

• Ability to work effectively and demonstrate customer service best practices with faculty, staff, parents, and students who need their desktop/laptop/tablet devices upgraded or repaired.


• Supervisory experience with part-time or student technical staff.


• Demonstrated aptitude to promote, support, and utilize teams and collaboration to accomplish projects and tasks.


• Competence to think and act proactively, taking initiative on executive projects.


• Ability to communicate effectively, both orally to convey technical concepts to general users and high-level management in friendly, non-technical terms, and in writing with regard to the development of manuals, procedures, and reports.


• Skill to process financial transactions and warranty requests, keeping up-to-date records in both areas via our ticketing system.


• Knowledge of current networking technologies used with desktop, laptop, and mobile devices.


• Working knowledge of common and current PC operating systems and software applications and programs, such as macOS, Windows, Microsoft Office, and Google Workplace.


• Demonstrated ability to install peripheral devices and internal adapters and to set up computers via desktop imaging and deployment tools, as well as knowledge of best-practice data backups.


• Ability to diagnose and resolve desktop computing application and hardware problems at all technical levels using vendor troubleshooting tools and industry best practices.


• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

• Degree in information systems, computer science, or a related discipline, or equivalent work experience required.


• Several years of hands-on work experience, including hardware and software installation and troubleshooting, consulting with users with varying levels of knowledge, etc.


• CompTIA A+ Certification and Jamf 100 certification are highly desirable and required within one year of hire.


• Apple Certified Support Technician, Apple Certified Repair Technician, and Dell Client Course certifications are required upon hire or within one month of hire.


• Understanding and/or experience with Enterprise macOS and Windows desktop support tools, such as Active Directory, MECM, Intune, and Jamf.

Salary Range

$50,000- $58,000

Benefits

All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption Status

Non-Exempt

Hours per Week

40

Restricted Position

No

ORP Eligible

No

Flexible Work Arrangement

Fully Onsite

University Job Title

24111N - IT Analyst 1

Contact Information

Contact Name: Mary Teller

Contact Email: [e-mail]