Hybrid IT Support Specialist — First-Contact Desk

Commonwealth of VA Careers; Richmond (VA); Hybrid; USD 17,000 - 24,000; Part time

Job summary

Virginia Commonwealth University Technology Services seeks a Support Specialist for the IT Support Center. The role combines in-person and remote work to assist students, faculty and staff with incidents and service requests.

You will diagnose issues, reference knowledge bases, and escalate complex problems while maintaining professional, clear communication. Expect weekend remote work on occasion with typical hours 8:00am–6:00pm.

Qualifications

• 1-2 years IT support or related customer service experience.
• Working knowledge of Windows and Apple operating systems.
• Familiar with Microsoft Office, Slack, Firefox, Chrome.
• Able to research solutions and communicate clearly.
• Available to work 8:00am–6:00pm.
• Commitment to respectful, professional service for all community members.

Responsibilities

• Serve as first point of contact for incidents and requests by phone, email or walk-up.
• Provide troubleshooting and resolutions, using knowledge base and colleagues.
• Document interactions and escalate issues beyond Tier I when needed.
• Hybrid schedule requiring in-person work with some weekend remote coverage.

Skills

Windows OS

Apple OS

Microsoft Office

Slack

Browsers

Communication skills

Independent problem solving

Education

AAS in Information Systems

Tools

Cherwell

ServiceNow

Job description

Virginia Commonwealth University Technology Services seeks a Support Specialist for the IT Support Center. The role combines in-person and remote work to assist students, faculty and staff with incidents and service requests.

You will diagnose issues, reference knowledge bases, and escalate complex problems while maintaining professional, clear communication. Expect weekend remote work on occasion with typical hours 8:00am–6:00pm.