End User Support and Lab Operations Specialist

Virginia Tech; Blacksburg (VA); Hybrid; USD 52,000 - 57,000; Full time

Job summary

The End User Support and Lab Operations Specialist at Virginia Tech provides front-line technical support to faculty, staff, and students and hands-on support for the College of Architecture, Arts, and Design labs. You will deploy computers, install software, troubleshoot issues, and maintain lab operations.

You will work with the lab operations lead to set priorities, follow documented procedures, and apply approved Intune and Jamf workflows to keep instructional labs running smoothly, with

Qualifications

• Experience providing technical end-user support in person, by phone, email, or via a ticketing system.
• Experience with Windows, macOS, and Linux operating systems.
• Experience installing, configuring, operating, and troubleshooting computer hardware, software, and peripherals.
• Ability to manage multiple issues and prioritize work based on urgency and user impact.
• Strong interpersonal, customer-support, verbal-communication, and technical-writing skills tailored to the intended audience.
• Ability to work independently, follow documented procedures, and coordinate effectively with other technical staff.

Responsibilities

• Provide front-line technical support to faculty, staff, and students and hands-on support for the College of Architecture, Arts, and Design labs.
• Execute hands-on technical work including computer deployment, software installation, troubleshooting, documentation, and maintenance.
• Coordinate with AAD’s lab operations lead to establish lab priorities, standards, and refresh plans.
• Utilize approved Microsoft Intune and Jamf workflows for lab computers.
• Support expansion of lab environments as the college IT footprint grows.

Skills

End-user support

Multiplatform support

Hardware & software troubleshooting

Prioritization & time management

Communication & writing

Independent work

Tools

ServiceNow

Microsoft Intune

Jamf

Active Directory

Entra ID

Group Policy

Job description

Job Description

The End User Support and Lab Operations Specialist, reporting to the college's Director of IT, provides front-line technical support to faculty, staff, and students and hands-on technical support for the College of Architecture, Arts, and Design's (AAD) computer labs. This role combines end-user troubleshooting, device setup, software support, and ticket resolution with the day-to-day technical work needed to keep instructional labs operational.

The End User Support and Lab Operations Specialist, reporting to the college's Director of IT, provides front-line technical support to faculty, staff, and students and hands-on technical support for the College of Architecture, Arts, and Design's (AAD) computer labs. This role combines end-user troubleshooting, device setup, software support, and ticket resolution with the day-to-day technical work needed to keep instructional labs operational.

The specialist works in coordination with AAD's lab operations lead, who establishes lab priorities, schedules, standards, and refresh plans. The specialist executes the hands-on technical work, including computer deployment, software installation, troubleshooting, documentation, and maintenance. The position uses approved Microsoft Intune and Jamf workflows for lab computers but does not own either management platform or its architecture.

As the college's lab footprint expands, this position will support additional lab environments as they come under AAD IT management.

Required Qualifications

• Experience providing technical support to end users in person, by phone, by email, or through a ticketing system.
• Experience with Windows, macOS, and Linux operating systems.
• Experience installing, configuring, operating, and troubleshooting computer hardware, software, and peripherals.
• Ability to manage multiple issues and prioritize work based on urgency and user impact.
• Strong interpersonal, customer-support, verbal-communication, and technical-writing skills tailored to the intended audience.
• Ability to work independently, follow documented procedures, and coordinate effectively with other technical staff.

Preferred Qualifications

• Experience with ticketing systems such as ServiceNow.
• Experience using Microsoft Intune and/or Jamf to deploy or support managed computers.
• Experience working with Microsoft Active Directory, Microsoft Entra ID, or Group Policy environments.
• Experience supporting instructional computer labs, classrooms, or shared computing environments.
• Experience with specialized software used in architecture, art, and design disciplines.
• Experience with technology inventory or fixed-assets processes.

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

Salary range is $52,000 - $57,000 per year

Hours per week

40 hours per week

Review Date

September 14, 2026

Additional Information

Visa sponsorship not available for this position.

The position will be eligible for up to one day of remote work each week following a fully onsite onboarding period to support successful training and transition.

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective, along with opportunities for unique and impactful professional development.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, ethnicity or national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Julie Weaver at [e-mail] during regular business hours at least 10 business days prior to the event.