Support Specialist

Virginia Commonwealth University; Richmond (VA); Hybrid; USD 18,000 - 23,000; Part time

Benefits offered by this job

Health benefits

Tuition benefits

Paid time off

Job summary

Virginia Commonwealth University Technology Services seeks a Support Specialist for the IT Support Center. The role offers a hybrid schedule, balancing in-person help and remote assistance to students, faculty, and staff.

You’ll be the first contact for incidents and service requests, diagnose problems, and document interactions while escalating complex issues to Tier II when needed. Strong communication and problem-solving are essential.

Qualifications

• 1–2 years IT support or related experience.
• Proficient with Windows and macOS.
• Experience with Office apps and web browsers.
• Strong communication and professional demeanor.
• Available to work a hybrid schedule, 8:00am–6:00pm.

Responsibilities

• Serve as the first contact for incidents and service requests via phone, email, or walk-up.
• Diagnose and resolve issues using troubleshooting steps and knowledge base.
• Document customer interactions accurately and escalate complex issues beyond Tier I.
• Maintain a courteous, professional attitude with a diverse university community.
• Support scheduled in-person and remote activities as needed.

Skills

IT support

Customer service

Communication skills

Windows & macOS knowledge

Education

AAS degree in Information Systems/related field

Tools

Cherwell

ServiceNow

Microsoft Office

Job description

Advertising Summary

Technology Support Services is seeking a Support Specialist to join our IT Support Center . If you thrive in a fast-paced environment and are passionate about delivering exceptional IT support to students, faculty, and staff, we encourage you to apply.

Unit

Technology Services MBU

Department

Technology Support Services

Department Summary

Virginia Commonwealth University (VCU) Technology Services is the central IT organization powering the academic, research, and administrative missions of a major public research university. We deliver scalable, secure, and innovative technology solutions to the entire VCU community — 24 hours a day, 7 days a week, 365 days a year.

Duties & Responsibilities

The support specialist, working a hybrid schedule, remote and in-house work is required. This position is the first point of contact for customers (students, faculty, staff, affiliates, parents, etc.) seeking solutions for their incidents and service requests via phone, email or at the walk-up counter. By asking appropriate questions, using personal experience, technical knowledge, service desk knowledge base, problem-solving skills, advice from department colleagues, and information from other reliable sources, support specialists will provide a full range of technical assistance and troubleshooting to diagnose and resolve customer issues. The support specialist should have excellent interpersonal and communication skills and be a highly detail-oriented and analytical individual to accurately capture customer interactions and elevate issues that extend beyond Tier I span of control.

Hours for this position will be scheduled between 8:00am and 6:00pm and will primarily be in-person with some occasional remote work on weekends.

Minimum Qualifications

• 1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in the skills required for the position
• Working knowledge of multiple Operating Systems (i.e. Windows and Apple)
• Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.
• Working knowledge in computing and network technologies
• Ability to communicate clearly, effectively, and professionally
• Ability to independently research solutions to technical issues using available resources
• Available to work between 8:00am and 6:00pm
• 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

• AAS degree in Information Systems, Computer Science or a related field
• Experience using a help desk ticketing system (Cherwell, ServiceNow, etc.)
• Has achieved, or is pursuing, relevant technology certifications (e.g. CompTIA A+, HDI, Microsoft, Apple, Cisco, etc.)

Salary Range

$15.00

Benefits

All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption Status

Non-Exempt

Hours per Week

average 29 hours

Restricted Position

No

Flexible Work Arrangement

Hybrid, primarily be in-person with some occasional remote work on weekends.

Contact Information

Contact Name: MaryTeller
Contact Email: [e-mail]