Information Technology Instructional Support Specialist

Virginia's Community College System; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

Eastern Shore Community College is seeking an Information Technology Instructional Support Specialist to provide Tier 1 and Tier 2 technical support for students, faculty, and staff. You will assist with the college's IT infrastructure, handle service requests, and coordinate with security teams to safeguard systems.

The role supports instructional and distance learning technologies, with responsibilities spanning planning, procurement, asset management and enterprise IT services.

Qualifications

• Comprehensive knowledge of IT infrastructure including servers, networks, and cloud-based services.
• Strong network administration knowledge: routers, switches, firewalls, LANs.
• Windows server/workstation environments with Active Directory and security updates.
• Information security principles and protection of college resources.
• Experience in hardware/software installation, maintenance and troubleshooting.
• Ability to document technical processes and communicate clearly.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to faculty, staff and students, via direct and remote assistance.
• Serve as primary IT help desk contact; coordinate with Information Security Shared Services.
• Assist with IT planning, procurement support, asset management and project coordination.
• Support instructional and distance learning technology needs and ensure secure, reliable services.

Skills

IT Infrastructure

Network Admin

Active Directory

Info Security

Troubleshooting

Technical Docs

Job description

Working Title Information Technology Instructional Support Specialist Role Title Info Technology Specialist II Role Code 39112-SW FLSA Exempt Pay Band 05 Position Number 28400029 Agency Eastern Shore Community College Division Eastern Shore Community College (Div) Work Location Accomack - 001 Hiring Range $59,754 - $80,000 Emergency/Essential Personnel No EEO Category 3-Technicians Full Time or Part Time Full Time Does this position have telework options? -Telework options are subject to change based on business needs- Does this position have a bilingual or multilingual skill requirement or preference? Work Schedule

Monday through Friday, 8:30 AM – 5:00 PM, ability to work some evening and weekends as needed.

Sensitive Position No Job Description

Eastern Shore Community College is a member of the Virginia Community College System. The College serves the residents of Accomack County and Northampton County as a two-year institution of higher learning. Operating under policies established by the State Board for Community Colleges and the Eastern Shore Community College Board, the college is financed primarily with state funds, supplemented by contributions from the two counties and the Eastern Shore Community College Foundation.

The Eastern Shore Community College (ESCC) Information Technology Office is charged with providing or assisting with the delivery of technology planning and management in support of the college’s local technology infrastructure, local area network service, email administration, and client-side support services for all students, faculty, and staff.

The Information Technology staff is specifically charged with providing or assisting with the delivery of all of the following:

• Technology Planning – Assists in the development and review, and implementation of the college’s annual technology planning documents.
• IT Procurements – Identifies, evaluates, and recommends IT goods and services to support the college’s technology needs.
• Asset Management – Tracks and maintains records for equipment and software licenses.
• Technology Management – Supports the college’s local technology infrastructure and related facilities, systems, and services.
• Client-Side Support – Provides management, administration, and support of the college network infrastructure, servers, desktop computers, computer facilitates, and related services.
• LAN Services – Provides LAN administration and support services.
• Email Administration and Support Services – Provides general administration, customer support, and related services.
• Information Security – Assists in the planning, administering, and supporting of the activities related to securing and protecting the ESCC and VCCS technology infrastructure, systems, and data.
• IT Project Management – Plans, coordinates, and manages IT projects to support college technology initiatives and operational needs.

Provide technical expertise for day-to-day management, operations, and support of the college’s technology infrastructure. Provides technical support and troubleshooting for hardware, software, network infrastructure, servers, cloud-based systems, information security, audiovisual systems, voice services, and other technology services that support college operations and instruction.

Provides Tier 1 and Tier 2 technical support to faculty, staff, and students, including direct and remote assistance with technology-related questions, operational issues, and service requests. Responsible for troubleshooting, problem-solving, and maintaining technology systems and equipment to ensure reliable and effective technology services across the college.

Serves as a primary point of contact for IT support requests and help desk services and coordinates with VCCS Information Security Shared Services and other technology partners as needed. Supports the college’s instructional and distance learning technology needs and promotes the effective and secure use of technology throughout the college.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's/Required Qualifications

• Comprehensive Knowledge:
  • IT infrastructure, including servers, network devices, workstations, cloud-based systems, and related technology services.
  • Network administration principles and practices, including routers, switches, firewalls, wireless networks, and LAN environments.
  • Windows server and workstation environments, including Active Directory, user management, system configuration, software deployment, and security updates.
  • Information security principles, including vulnerability identification, remediation, system security, and protection of college technology resources.
  • Hardware and software installation, configuration, maintenance, troubleshooting, and support.
  • Backup, recovery, and business continuity practices for technology systems and network resources.
  • IT service and help desk practices, including providing technical support to end users.
  • Technical documentation and business communication practices.
• Working Knowledge:
  • Cloud-based productivity and collaboration systems, learning management systems, and video conferencing technologies.
  • Voice and telecommunications systems, audiovisual technologies, and related hardware and software.
  • Basic state procurement practices and guidelines
  • Current trends and developments in information technology, telecommunications, and Internet services.
• Considerable Skills:
  • Analyzing and troubleshooting complex hardware, software, network, and system issues.
  • Researching technical issues and developing effective solutions.
  • Providing technical guidance and support to management, faculty, staff, students, and IT colleagues.
  • Managing and coordinating IT projects and technology-related initiatives.
  • Communicating technical information clearly to individuals with varying levels of technical knowledge.
• Abilities:
  • Learn and effectively apply new technologies, systems, and procedures.
  • Analyze problems, identify root causes, and develop logical and effective solutions.
  • Prioritize and manage multiple tasks and competing priorities.
  • Communicate effectively, both orally and in writing.
  • Work independently and collaboratively as part of a team.
  • Provide effective customer service and establish positive working relationships with individuals at all levels of the organization.
  • Exercise sound judgement and maintain attention to detail when resolving technical and operational issues.
  • Adapt to changing technology, priorities, and work environments.
  • Remain effective and professional in stressful or time-sensitive situations.

Additional Considerations

• Experience as an IT helpdesk technician, LAN administrator/technician, system and network administrator, or relevant IT position.
• Project management experience for small to medium-sized projects.
• Proven ability to define and develop solutions based on business requirements
• Microsoft and/or Cisco Certified or equivalent preferred.

Operation of a State Vehicle

No Supervises Employees No Required Travel

Limited

Background Check Statement Disclaimer

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non‑merit factors.

ADA Statement

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.