IT Analyst

Virginia Commonwealth University

Richmond (VA)

Hybrid

USD 39,000 - 47,000

Full time

11 days ago

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Benefits offered by this job

Health benefits

Paid annual and holiday leave

Tuition benefits

Retirement planning and savings

Job summary

Virginia Commonwealth University is seeking an IT Analyst to provide white-glove technical and customer support for the Academic Operations unit. The role covers Windows/MacOS devices, mobile gear, printers, and conference rooms, with collaboration across VCU Technology Service and campus partners.

Responsibilities include handling service requests, training users, and developing robust support processes. The position is hybrid, with a starting salary around $43,100, reflecting experience and

Qualifications

High school diploma or equivalent with 2+ years in systems support.
Proven ability to troubleshoot complex problems and provide strong customer service.
Ability to articulate technical information to diverse audiences.

Responsibilities

Daily end-user support for Windows and MacOS, devices, and conferencing systems.
Collaborate with AOIT team and other VCU units to maintain workstations and devices.
Assist with developing and maintaining internal service and support processes.
Research and implement automation to improve operations.
Utilize central tools to manage AOIT systems.

Skills

Windows & MacOS support

Customer service

Troubleshooting

Interpersonal communication

Team collaboration

Time management

Training others

Education

Bachelor’s degree in Computer Systems or related field

Tools

Google Workspace

Active Directory

Microsoft Intune

Entra

Jamf

MECM

Group Policy

Citrix

Smartsheets

Dell TechDirect

Job description

Unit: Office Of The Provost MBU

Department: Academic Operations

Duties & Responsibilities:

The Office of the Provost’s Academic Operations division is looking for an IT Analyst to provide exceptional (white-glove) technical, customer support to critical divisions within the university. This role is essential to ensuring the success of AOIT’s operations. The IT Analyst provides direct support of day-to-day operations and specializes in IT support for several hardware and software platforms, including Windows and Apple desktop, laptop, mobile devices, printers and conference rooms. The position collaborates with team members, customers, vendors, and central VCU Technology Service to ensure the business needs of the unit are met with minimum disruption/downtime.

Typical Responsibilities

Daily Operational & Technology Support

Provide comprehensive and responsive end-user support by troubleshooting and resolving service requests, delivering break/fix support, supporting audio/video conferencing systems, and managing departmental computing resources, maintenance, and asset inventory.
Collaborate with the AOIT team to deliver efficient and effective service.
Address inquiries, troubleshoot issues, and ensure timely resolution via phone, email, or in-person.
Collaborate with other teams across VCU to maintain computer workstations and mobile devices on both campuses.
Assist with the ongoing development, documentation, and maintenance efforts to ensure sustainable, adaptable, and robust internal service and support processes.
Aid in providing technology solutions and implementation: Research, test, and implement automation solutions to improve departmental operations and streamline business processes.
Utilize the university's central tools to support the successful management of systems under the AOIT umbrella

Customer Consultation & Training

Provide basic training for tools/technologies offered at the university and used by customers.
Recognize, anticipate, or investigate customers' needs and recommend process improvements.
Other duties, as assigned

Minimum Qualifications

High School Diploma or equivalent and a minimum of 2+ years of experience in systems (hardware and software) support
Proven ability to troubleshoot complex problems and provide even stronger customer service.
Strong interpersonal communication (written and verbal) with the ability to articulate complex technical information to a wide variety of audiences; Commitment to professionalism and collegiality in all interactions.
Ability to develop and maintain relationships and collaborations with faculty, staff, students, and the VCU community
Time management skills, organization and punctuality are required.
Ability to function effectively as an integral member of a team.
Experience in basic network connectivity and troubleshooting.
Must be able to lift and transport moderately heavy computer equipment and other technology.
Google Workspace experience and ability to provide training on usage and best practice
Proficiency in supporting, configuration, and management of Windows and MacOs computers.
Knowledge of Microsoft Intune and Entra products, Active Directory, Group Policy, MECM, and Jamf
Must currently have or be able to obtain Dell TechDirect certification within 9 months of hire. Resources and exams will be provided
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

Bachelor’s degree in relevant Computer systems, Information Systems, or related discipline and/or at least five (5) years experience to include hardware and software installation and troubleshooting
Multi-year experience providing technical support to customers/departments with varying needs.
Knowledge of scripting, Smartsheets, and Google Apps workspace tools.
Knowledge of Citrix and other virtualization technologies
A+ preferred.
Experience in Higher education administrative units

The Office of the Provost is committed to the growth and professional development of the Academic Operations team and will provide opportunities to foster a culture of learning and career development.

Salary Range: Starting at$43,100 commensurate with experience

Benefits All full-time university staff are eligible for VCU’s robust benefits package that includes