IT Support Center After-Hours Technician
Job Code/Title 81941 - H - IT Analyst 1 Position Number HU1008 Working Title IT Support Center After-Hours Technician Department Technology Support Services Organizational Overview
At VCU, we Make it Real through learning, research, creativity, service and discovery — the hallmarks of the VCU experience. A premier, urban, public research university nationally recognized as one of the best employers for diversity, VCU is a great place to work. It’s a place of opportunity, where your success is supported and your career can thrive. VCU offers employees a generous leave package, career paths for advancement, competitive pay, and an opportunity to do mission-driven work.
Recruitment Pool All Applicants Anticipated Hiring Range $15.00 Campus Monroe Park Campus Position Type Hourly Hours/Week 20-29 hrs/wk Normal work days Monday-Sundays Normal work hours 9pm-3am Job Category Information Technology Does this position provide patient or clinical services to the VCU Health System? No Does this position require a pre-placement medical assessment? No Is any portion of this position grant-funded? No Sensitive Position No Resource Critical Yes Description of the Job
The VCU IT Support Center Center provides centralized technical support services for VCU faculty, staff, and students. Support is provided to the VCU community via phone, walk in requests at our two locations
on both campuses, as well as chat, email, and web support.
The primary duty of this position is to provide after hours remote technical support for VCU faculty, staff, and students over the phone, voicemail, email, and web ticket queue for the IT Support Center.
This position requires that four, six-hour night shifts be completed each week (as well as some holiday coverage).
This position requires the applicant to telework from off campus in order to provide IT support to VCU users.
-Provide technical support for the VCU community via phone, email, and voicemail.
-Monitor and respond to the web ticket queue for the VCU IT Support Center.
-Provide clear, concise, accurate instructions on the use and troubleshooting of the below categories to users of varying
degrees of technical experience:
-Troubleshoot and work within multiple operating systems.
-Demonstrate a working knowledge of university applications (E-Services, Blackboard, my VCUmail, etc.),
commonly used software (MS Office, IE, Firefox, etc.) as well as be able to recognize and remove spyware,
adware, malware, and / or viruses .
-Serve the customer by providing hands-on technical support when necessary to troubleshoot their machine.
-Ability to use judgement to escalate issues to the appropriate second tier staff to be handled during normal operating
-Exhibit excellent customer service with every customer interaction
-Document interactions with customers thoroughly via tickets using VCU’s Cherwell ticketing system.
-Alert defined on call IT staff of service interruptions of the various systems used by the VCU community during after hours time frames.
-Other duties as assigned.
-Have moderate to advanced technical skills and customer service experience.
-Have the ability to explain technical concepts to customers of varying technical ability.
-Have the skills necessary to communicate effectively both verbally and in writing.
-Must have the ability to quickly apply lessons learned in training and documentation to required tasks.
-Have a willingness to search out answers independently using various resources in a minimally supervised environment.
-Must be willing and able to multitask and manage time to ensure that all duties are completed.
-Must be available to work at least four, six-hour night shifts between the hours of 9pm-3am Mon-Sun as well as
rotating holiday coverage.
-Must be able to provide a quiet, suitable remote working environment for teleworking, including reliable high speed
Internet service (all other hardware will be provided: computer, headset, etc.).
-Must be able to report to work on campus during normal business hours for any specialized training and/or meetings as
-This position requires the employee to be on call to act as backup to the other night t shift after hours staff members (to provide backup coverage in case of illness or emergency).
-Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU
Preferred Qualifications Job Open Date 06/07/2021 Remove from posting on or before Open Until Filled Yes Special Instructions to Applicants Additional Information Quick Link https://www.vcujobs.com/postings/106655 Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Please describe any technical experience you have that you
feel would aid in you providing IT support to VCU faculty, staff,
(Open Ended Question)
- * Please describe any customer service experience you’ve had in
past jobs, internships, volunteer opportunities, etc.?
(Open Ended Question)
- * Please describe to us your remote work environment that you
would be able to work in this position from? Is it at your home or
an alternate location? What is your current network speed? Can you
guarantee that you will be able to provide support in an
uninterrupted work environment?
(Open Ended Question)
- Cover Letter/Letter of Application