Travel Support Analyst

Bluefield University; Bluefield (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

Bluefield University seeks an IT Support Technician to provide responsive end-user support and help maintain infrastructure reliability across desktop and mobile platforms.

The role covers account provisioning, MFA-related issues, and security alert response, while assisting with connectivity and workflow documentation in a higher education setting.

Qualifications

• Associate degree or equivalent IT training.
• 1–2 years in a helpdesk or desktop support role.
• Strong troubleshooting in Windows and macOS environments.
• Familiarity with device imaging, software deployment, and account setup processes.
• Basic understanding of TCP/IP networking and wireless connectivity.

Responsibilities

• Respond to helpdesk requests submitted through the University’s system.
• Provide on-site and remote support to faculty, staff, and students.
• Install, configure, and troubleshoot desktop and mobile OS, apps, and institutional software.
• Prepare, deploy, remediate, and securely decommission University-owned devices.
• Maintain accurate hardware inventory and device lifecycle records.
• Provision user accounts and assist with access troubleshooting.
• Respond to security alerts and assist in remediation steps.
• Assist in connectivity troubleshooting and infrastructure support.
• Contribute to documentation, knowledge base, and process improvements.
• Collaborate with IT to support technology continuity.

Skills

Troubleshooting Windows/macOS

Identity & access management

Documentation & procedures

Customer service

TCP/IP networking basics

Software deployment

Device imaging

On-site & remote support

Education

Associate degree or equivalent IT training

Tools

Microsoft 365

LMS systems

Directory services

Imaging software

Job description

Job Description

The IT Support Technician plays a critical role in supporting Bluefield University’s technology operations by delivering responsive end user support while contributing to infrastructure reliability, identity management, and institutional security response. This position supports desktop and mobile technologies, assists with physical connectivity troubleshooting, participates in security alert response, and helps ensure continuity of technology services that support the academic and administrative mission of the University.

Essential Duties, Responsibilities, and Functions

End User and Endpoint Support

• Responds to support requests submitted through the University’s helpdesk system in a timely and professional manner.
• Provides on-site and remote technical support to faculty, staff, and students.
• Installs, configures, and troubleshoots desktop and mobile operating systems, productivity applications, and institutional software platforms.
• Prepares, deploys, remediates, and securely decommissions University-owned computers, mobile devices, printers, and peripherals.
• Maintains accurate records of hardware inventory and supports device lifecycle management.

Identity and Access Support

• Assists with user account provisioning and access troubleshooting.
• Provides support for multi-factor authentication and application sign-on issues.
• Helps ensure appropriate and secure system access in alignment with institutional policies.

Security Alert Response

• Responds to security alerts escalated for review of user accounts or devices.
• Assists in evaluating flagged accounts and performing remediation steps when necessary.
• Documents actions taken and escalates complex issues according to established procedures.

Physical Connectivity and Infrastructure Support

• Assists with troubleshooting wired and wireless connectivity issues.
• Supports physical access point troubleshooting and basic wiring diagnostics.
• Assists in maintaining organized and functional technology workspaces and network connection points.

Operational Support

• Supports onboarding and orientation efforts by preparing user accounts, devices, and technology documentation.
• Contributes to documentation, knowledge base development, and process improvement initiatives.
• Collaborates with IT team members to support institutional technology continuity.

Supervisory Duties, Responsibilities, and Functions

This position does not directly supervise employees.

Knowledge, Skills, Abilities, and Education/Experience

Minimum Qualifications

• Associate’s degree or equivalent technical training in information technology, computer science, or related field.
• 1 to 2 years of experience in a helpdesk, desktop support, or IT support role.
• Strong troubleshooting skills with Windows and macOS environments.
• Familiarity with device imaging, software deployment, and account setup processes.
• Basic understanding of TCP/IP networking and wireless connectivity principles.
• Working knowledge of identity and access concepts including multi-factor authentication.
• Ability to document support procedures and technical resolutions clearly and accurately.
• Strong interpersonal and communication skills with a commitment to customer service.

Preferred Qualifications

• Experience supporting enterprise applications such as Microsoft 365 or learning management systems.
• Working knowledge of directory services and role-based access concepts.
• Familiarity with hybrid IT environments including on-premises and cloud systems.
• CompTIA A+, Network+, or equivalent certification.
• Experience within a higher education technology environment.

Performance Standards

This position is subject to at least an annual evaluation based upon the job duties, responsibilities, and functions as set forth above.

Bluefield University is a Christ-centered learning community developing servant leaders to transform the world. We are looking to hire employees who will embrace this mission.