Endpoint Technology Support Technician

Commonwealth of VA Careers; Virginia; On-site; USD 59,000 - 64,000; Full time

Job summary

Virginia Peninsula Community College seeks an Endpoint Technology Support Technician to assist with daily IT operations, troubleshoot desktop systems, and deliver user support across multiple campus locations including Hampton, Newport News, Poquoson, and Williamsburg. The role requires flexibility to work telework, nights, and weekends to maintain 24/7 service.

The candidate will support end-user hardware and software, manage training resources, and collaborate with IT staff to resolve campus

Qualifications

• Valid driver’s license and High School diploma or GED.
• Experience in high-volume help desk environments.
• Ability to work a flexible schedule including telework, nights, evenings, or weekends.
• Willingness to work at multiple campus locations.

Responsibilities

• Assist with day-to-day technology infrastructure operations and provide direct IT support to customers and staff.
• Troubleshoot and maintain desktop/laptop systems and software; serve as primary level one contact for IT requests.
• Provide remote support to offsite/mobile users and assist in creating and delivering strategic communications.

Skills

Customer service

Interpersonal skills

Detail oriented

Flexible schedule

Independent worker

Education

High School diploma or GED and valid driver’s license

Job description

Title: Endpoint Technology Support Technician

Agency: Virginia Peninsula Community College

Location: Multiple Locations

FLSA: Exempt

Hiring Range: $59,000 - $64,000

Full Time or Part Time: Full Time

Additional Detail

Job Description:

Virginia Peninsula Community College is a two-year institution of higher education established as a part of a statewide system of community colleges. It primarily serves the residents of the cities of Hampton, Newport News, Poquoson, and Williamsburg, and the counties of James City and York.

Assist with the day-to-day operations of Virginia Peninsula Community College's technology infrastructure and services and provide direct technology assistance to customers and information technology staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications/packages, and all related IT services. Responsible for troubleshooting, problem-solving, and maintaining desktop/laptop systems. Serves as the primary level one contact for all IT requests and related help desk services. Provide remote support to offsite and mobile users. Provide project management support and assist in the creation and delivery of strategic communications. Maintain customer-facing websites, social media pages, and training resources. Assist with training and development initiatives within Information Technology and all campus locations. Partner with campus departments to identify and respond to end-user needs. Collaborate with Information Technology staff to troubleshoot and deliver solutions to campus end-users. Provide administrative support for the campus ticketing system and provide reports to leadership. This position is responsible for client support at multiple locations, including the VPCC Hampton Campus, the Historic Triangle Campus, the Shared Services Center, and the remote workforce.

This position requires the ability to work a flexible schedule as needed which may include telework, nights, evenings and/or weekends to maintain the 24/7 service required by VPCC and VCCS.

This position is designated as Campus Security Authority (Clery Act) and Responsible Employee (Title IX).

Minimum Qualifications:

Required:

• Valid driver's license, High School diploma or GED.
• Considerable experience with hybrid learning, work environments, and the technology infrastructure necessary to support end-users.
• Working experience in system administration and help desk support.
• Experience with high-volume help desk environments.
• The ability to work a flexible schedule which may include telework, nights, and/or weekends.
• Ability to work at all campus locations.

Comprehensive knowledge of:

• Audiovisual systems and support, including event support
• Microsoft products and services to include Teams Voice
• Desktop and endpoint technologies

Working knowledge of:

• Network and telecommunication skills
• Wireless end point configuration and troubleshooting
• Information technology governance principles and guidelines to support decision making
• Technology support best practices, development of training materials

Skills:

• Detailed oriented.
• Demonstrated experience providing excellent customer support
• Strong interpersonal skills

Ability to:

• Analyze and repair microcomputers, laptops, and peripherals equipment
• Train faculty and staff customers in hardware and software use and end user training
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions
• Work independently and collaboratively as part of a team
• Demonstrated ability to prioritize multiple tasks efficiently, to be flexible, work cooperatively with others to resolve problems and complete complex projects to meet established deadlines
• Communicate effectively orally and in writing with technical and non-technical personnel and provide quality customer services
• Assess training needs related to the application of technology
• Perform effectively in a fast-paced environment with constantly changing prioritiesDelegate tasks to others and oversee timely completion
• Communicate timely task, project, and support ticket status to the manager.
• Ability to work with and support a diverse population of students, faculty, staff, and community members.

Additional Considerations:

• Knowledge of VCCS and Virginia's security standards, policies, and procedures
• Experience working in fast-paced, team-oriented environments, specifically in higher education across multiple locations and campuses
• Previous Tier I experience.