Support Specialist

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

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: Mary Teller

Contact Email: [e-mail]