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Support Specialist

Virginia Commonwealth University
Virginia, United States
Salary Not Specified
Closing date
Jul 29, 2021

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Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support, Computer Services & Information Technology, Technology Administration/Other
Employment Type
Part Time
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Job Details

Posting Details

Job Code/Title 81941 - H - IT Analyst 1 Position Number HU1276 Working Title Support Specialist 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 $14.00 Campus Monroe Park Campus Position Type Hourly Hours/Week 20-29 hrs/wk Normal work days Sunday - Saturday Normal work hours 7:30am – 9 pm or 1:00pm-7pm 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

●Quickly triage and assist customers visiting our Front Counter locations on either campus
●Provide IT support for those calling into the IT Support Center
●Communicate clearly to customers a viable and accurate solution to their IT related questions and / or concerns
●Serve the customer by providing hands-on technical support when necessary to troubleshoot their machine
●Monitor email, ticket queue and tech-chat for the VCU IT Support Center
●Reserve, distribute, and triage issues with audiovisual equipment
●Support test scanning services processed and administered by the IT Support Center
●Be able to give clear concise instructions on the use of as well as demonstrate the capability to troubleshoot with users on varying degrees of technical know-how in the following areas (this list is not all inclusive):
○Work within multiple Operating Systems (i.e. Windows and Apple)
○Recognize and remove spyware, adware, malware, and / or viruses
○Demonstrate a working knowledge of university applications including, but not limited to Ellucian Banner, Blackboard, Google Apps, Citrix Receiver/Workspace; as well as commonly used software such as: Microsoft Office, Internet Explorer, Firefox, Google Chrome, etc.
●Maintain a clean and organized working environment (all spaces are shared)
●Exhibit excellent customer service with every customer interaction
●Collaborate and assist full-time IT Support Center staff with special projects, tasks, and other areas based upon need and skill level
●Other duties as assigned

Required Qualifications

●1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in skills required for the position.
●Knowledge in computing and network technologies
●Demonstrates the ability to communicate clearly, effectively, and professionally
●Has a willingness to search out answers independently using any available resources
●Demonstrates the ability to manage time appropriately to ensure that all duties are completed.
●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

• Experience with multiple Operating Systems (i.e. Windows and Apple)
• Experience removing spyware, adware, malware, or viruses
• Working knowledge of university applications including, but not limited to eServices, Blackboard, myVCUmail, Office 365, app2go
• Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.

Job Open Date 06/24/2021 Remove from posting on or before Open Until Filled Yes Special Instructions to Applicants

●Position will have a set schedule on either one of the following shifts:
○1st Shift Available: 7:30am-1:30pm (Monday-Friday)
○2nd Shift Available: 1:00pm-7pm (Monday-Friday)

Additional Information Quick Link Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How many years of customer service (in a professional setting) do you have?
    • 0 - 1 years
    • 1 - 3 years
    • 3 - 5 years
    • 5+ years
  2. * How many years of Information Technology work /academic experience do you have?
    • 0 - 1 years
    • 1 - 3 years
    • 3 - 5 years
    • 5+ years
  3. * Describe any technology support that you have provided in the past.

    (Open Ended Question)

  4. * Describe your customer service experience that you have had (i.e. past jobs, volunteer opportunities, internships, student organizations, etc.)?

    (Open Ended Question)

  5. * Are you comfortable working with both MAC and Windows systems?

    (Open Ended Question)

  6. * Which shift would you prefer
    • 7:30am-1:30pm (Monday-Friday)
    • 1:00pm-7pm (Monday-Friday)
Optional & Required Documents
Required Documents
  1. Resume
Optional Documents
  1. Cover Letter/Letter of Application
  2. Reference Letter - 1
  3. Reference Letter - 2
  4. Reference Letter - 3

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