Technical Support Consultant

University of Richmond; Virginia; Presencial; USD 33 000 - 44 000; Tempo integral

Resumo da oferta

The University of Richmond seeks a Technical Support Consultant to handle service call tickets for faculty, staff, and students with desktop computer issues. The role provides field services, walk-up help desk coverage, and call center support, including weekend on-call rotations.

Responsibilities include supporting printers, MFDs, and mobile devices, resolving tier 2/3 problems, and assisting with AI-enabled productivity tools. On-site office environment with occasional lifting of equipment.

Qualificações

• A+ certification upon hire is required.
• Ability to diagnose and repair complex computer problems.
• Experience supporting printers, copiers, scanners, and mobile devices.
• Excellent communication and customer-facing skills.
• Strong organization and time management abilities.

Responsabilidades

• Provide desktop and field tech support for faculty, staff, and students.
• Cover walk-up help desk and call center duties as needed.
• Support MFDs and large printers; assist with AI-enabled productivity tools.
• Handle weekend on-call rotations and on-site duties.
• Assist with access, basic troubleshooting, and configuration tasks.

Conhecimentos

Customer interaction

Problem analysis

Written and oral communication

Organizational skills

Hardware repair

PC assembly/building from parts

Time management

Formação académica

HS Diploma or GED

Associate's degree or professional technology training

A+ Certification

Technology training

Ferramentas

JAMF JSS

Droid

iOS

Windows Phone OS

Google Docs

Box

Cloud-based services

Windows

Mac OS

Printer/Copier/Scanner hardware

Microsoft Office Suite

Descrição da oferta de emprego

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)