IT Support Technician

Virginia Tech; Arlington (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

Virginia Tech National Security Institute seeks an IT Support Technician to diagnose and resolve hardware, software, and network issues across the institute’s systems and devices. The role provides in-person, phone, and helpdesk ticket support, installs and maintains Windows OS, office apps, and local networks, and manages user access with security policies.

The successful candidate will be detail-oriented with strong problem-solving and interpersonal skills, report to the Director of IT &

Qualifications

• Strong problem-solving skills with limited direction.
• Troubleshoot complex hardware, software, desktops, laptops, and servers.
• Experience with Windows OS and Microsoft Office/Adobe Acrobat.
• Experience with OS deployment/config tools (MDT, Ansible).
• Active Directory for user provisioning and permissions.
• Basic networking concepts (TCP/IP, VLAN).
• Ability to multi-task in a dynamic team.
• Fluent with M365 email/Teams/Zoom calendars.
• Customer service and effective communication.
• Must be a U.S. Citizen.

Responsibilities

• Diagnose and resolve hardware, software, and network issues across institute systems.
• Provide in-person, phone, and helpdesk ticket support.
• Install, configure, and maintain Windows OS, office apps, and local networks; manage user accounts and security policies.
• Maintain technical documentation and knowledge bases; track hardware inventory.
• Collaborate with stakeholders and escalate complex problems as needed.

Skills

Problem solving

Hardware/software troubleshooting

Windows OS

Office apps

OS deployment tools

Active Directory

Networking basics

Multitasking

M365/Teams/Zoom

Communication

Customer service

U.S. citizenship

Physical fitness

Education

Degree in CS/IT or related field

Tools

MDT

Ansible

ITSM ticketing system

Mac OS

Job description

Job Description

Based on the foundation of the Ted and Karyn Hume Center for National Security and Technology, Virginia Tech launched the Virginia Tech National Security Institute in September 2021. With a presence in Blacksburg and the Washington, D.C., metro area, the institute aspires to be the nation's preeminent academic organization at the nexus of interdisciplinary research, technology, policy, and talent development, the national security institute will advance national security in pursuit of a secure America.

The Virginia Tech National Security Institute is seeking applicants for an IT Support Technician responsible for diagnosing and resolving hardware, software, and network issues across the institute’s systems and devices. The position provides technical support in person, over the phone, and through helpdesk tickets. This position will be responsible for the installation, configuration, and maintenance of MS-support operating systems, office applications, and local networks while managing user access by setting up accounts and enforcing data security policies. Additional responsibilities include maintaining technical documentation and knowledge bases, tracking hardware inventory, collaborating with stakeholders, and escalating complex problems when necessary.

The successful candidate will be detail-oriented, possess strong problem-solving and interpersonal skills, and be able to execute tasks with limited direction. This position reports to the Director of IT & Strategy. The institute conducts research supporting the national security community; therefore, US citizenship is required for this position.

Required Qualifications

• Strong problem-solving skills, and the ability to execute tasks with limited direction.
• Demonstrated technical ability to troubleshoot complex hardware and software issues with desktops, laptops and servers.
• Experience using Windows OS and applications such as Microsoft Office, Adobe Acrobat.
• Experience with OS deployment and configuration tools such as Microsoft MDT and Ansible.
• Experience with Active Directory for user account provisioning and permissions.
• Knowledge of fundamental networking concepts (TCP/IP, vlan, etc.)
• Ability to multi-task and work in a dynamic team environment.
• Fluency with digital collaboration tools such as M365 email, MS teams, zoom and electronic calendars.
• Effective communication skills.
• Demonstrated customer service skills.
• Ability to lift and move up to 50lbs, climb ladders, stoop, bend, walk, and squat for long periods.
• Due to environmental restrictions, must be a U.S. Citizen.

Preferred Qualifications

• Degree or certifications in a relevant area such as computer science, information technology, or significant relevant IT experience.
• Experience working on an IT help desk using an IT Service Management ticketing system.
• Experience with automated deployment tools for OS and software updates.li>
• Experience installing and troubleshooting issues with Mac OS

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Restricted

Salary Information

$60,000-$80,000; commensurate with experience.

Hours per week

40

Review Date

10/28/2026

Additional Information

Due to the nature and sensitivity of the work of the institute, this position is resticted to only U.S. Citizens.

This position is located in the Virginia Tech Research Center located in Arlington, VA.

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, the 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 NSI HR at [e-mail] during regular business hours at least 10 business days prior to the event.