Technical Support Consultant

UR University of Richmond; United States; On-site; USD 33,000 - 44,000; Full time

Job summary

University of Richmond seeks an on-site IT Support Consultant to assist faculty, staff, and students with desktop issues, printers, and mobile devices. The role covers walk-up help desk and call center support, including weekend on-call rotations.

Responsibilities include resolving tier 2/3 problems, guiding student workers, and supporting AI-powered productivity tools within enterprise apps. Strong communication and problem-solving are essential.

Qualifications

• Ability to work directly with customers face-to-face.
• Analyze complex computer problems.
• Strong written and oral communication.
• Experience with printer, copier, scanner hardware.
• Familiarity with AI concepts and AI-assisted tools.

Responsibilities

• Provide technical support to faculty, staff, and students.
• Cover help desk and call center as needed and weekend on-call.
• Install, repair, and diagnose printer, copier, scanner hardware.
• Provide AI-enabled tool guidance and troubleshooting.
• Coordinate with student workers for desktop support.

Skills

Customer service

Troubleshooting

Communication

Organizational skills

Hardware knowledge

Education

High School Diploma or GED

Associate's degree or some college training

Tools

JAMF JSS

Droid

iOS

Windows OS

Google Docs

Box

Job description

Job Description SUMMARY: Service call tickets for customers (Faculty, Staff and Students) with Desktop Computer related issues. Provides field services as required and covers for walk-up help desk or call center as needed. Covers weekend on call responsibilities and also rotates primary duty with other Technical Support Consultants. Walk-up Help Desk specific: Provides complex technical information systems and technology support to the university community. Resolves complex technical problems and provides functional direction to student employees. Provides support for mobile devices used by faculty, staff, and students. Supports multi-function devices (MFDs), large network printers and desktop printers. Call Center specific: Provides technology support to the university community. Resolves complex (tier 2 / tier 3) technical problems and provides functional direction to call center staff members and student employees. This position will provide support for Multi-Function Devices (MFDs), large network printers and desktop printers. Provide support for institutionally approved artificial intelligence technologies, including generative AI platforms, AI-enabled features within enterprise applications, and AI-powered productivity tools. Assist faculty, staff, and students with access, basic troubleshooting, configuration, and appropriate use.

WORKING CONDITIONS/PHYSICAL EFFORT:

Office environment May be required to lift and move heavy equipment (30-40 lbs.)

QUALIFICATIONS:

Knowledge, skills & ability: Able to work directly, face to face, with customers Ability to analyze complex computer problems Ability to communicate effectively orally and in writing Strong organizational skills Able to build a Pentium Class Computer from parts A+ Hardware/Operating systems Certification, upon hire Able to install, repair and diagnose issues with Printer, Copier, Scanner hardware Education & experience: H.S. Diploma or GED required Associate's degree, some college and/or professional technology training preferred Less than 2 years Phone Center and Customer Service Center related experience required; and Less than 2 years’ experience with JAMF JSS management tool, Droid, iOS and Windows phone OS support, Google Docs, Box, and cloud-based services; Windows and Mac platforms, hardware repairs; Windows and Mac operating system experience required; and Less than 2 years Microsoft Software Suite experience preferred; and Less than 2 years technical support role with computer help desk preferred; and Less than 2 years scheduling, managing budgets, supervisory experience preferred 1 year repair experience with Printer, Copier, Scanner Hardware Demonstrated understanding of generative AI concepts and the ability to effectively utilize AI-assisted productivity tools in daily work.

WORK SCHEDULE:

Full-time; Nonexempt 10:30am-7:30pm Monday through Friday during spring and fall semester 9:30am-6:30pm Monday through Thursday and 8:30am-5:00pm Friday during summer break

SALARY STRUCTURE:

Grade 6 Hourly ($24.26 to $32.14 per hour) Located just minutes from downtown Richmond, Virginia, the University of Richmond blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. The mission of the University of Richmond is to educate in an academically challenging, intellectually vibrant, and collaborative community dedicated to the holistic development of students and the production of scholarly and creative work. A Richmond education prepares students for lives of purpose, thoughtful inquiry, and responsible leadership in a diverse world. Our strategic priorities are academic excellence, belonging and community, access and affordability, well-being, and experiential learning and community engagement. These priorities, coupled with strong benefits, makes the University of Richmond an employer of choice in the Richmond area. UR is a private, highly selective, liberal arts university with a welcoming spirit that prizes diversity of experience and thought. With more than 60 undergraduate majors and an average undergraduate class size of 15 students, the University provides a collaborative learning and research environment unlike any other in higher education, offering students an extraordinary combination of the liberal arts with law, business, leadership studies, and continuing education. The University of Richmond ranks number 30 among the nation’s best liberal arts colleges by US News and World Report, one of many accolades that showcases Richmond as a premiere place to grow professionally and personally.