Support Specialist
- Employer
- Virginia Commonwealth University
- Location
- Virginia, United States
- Salary
- Salary Not Specified
- Date posted
- Jun 24, 2021
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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 https://www.vcujobs.com/postings/107201 Supplemental Questions
Required fields are indicated with an asterisk (*).
- * How many years of customer service (in a professional
setting) do you have?
- 0 - 1 years
- 1 - 3 years
- 3 - 5 years
- 5+ years
- * How many years of Information Technology work /academic
experience do you have?
- 0 - 1 years
- 1 - 3 years
- 3 - 5 years
- 5+ years
- * Describe any technology support that you have provided in the
past.
(Open Ended Question)
- * Describe your customer service experience that you have had
(i.e. past jobs, volunteer opportunities, internships, student
organizations, etc.)?
(Open Ended Question)
- * Are you comfortable working with both MAC and Windows
systems?
(Open Ended Question)
- * Which shift would you prefer
- 7:30am-1:30pm (Monday-Friday)
- 1:00pm-7pm (Monday-Friday)
Required Documents
- Resume
- Cover Letter/Letter of Application
- Reference Letter - 1
- Reference Letter - 2
- Reference Letter - 3
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