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User Support Specialist

Virginia Tech
Virginia, United States
Salary Not Specified
Posted date
Aug 9, 2021

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Position Type
Faculty Positions, Education, Instructional Technology & Design, Administrative, Academic Affairs, Distance Education Programs, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
Employment Level
Salary Band
Not specified
Employment Type
Full Time
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Job Description

The User Support Specialist is a 12-month administrative/professional faculty position reporting to the Senior Director of Support Services in Technology-enhanced Learning and Online Strategies (TLOS), a unit within the Division of Information Technology. TLOS supports the university’s technology-enhanced learning environments, both physical and virtual, and partnering with faculty to design and develop successful digital learning experiences. The User Support Specialist manages one 1,500-hour wage employee and two student employees and provides frontline support to faculty and students using the various educational platforms and tools deployed at the university, including the learning management system (Canvas) and video-conferencing tools (Zoom and Kaltura).

Responsibilities include, but are not limited to:

- Collaborating with IT Experience and Engagement on Tier 1 support
- Providing direct support for Tier 2 incidents and coordinating Tier 3 support among other TLOS employees for platforms and tools managed by TLOS
- Consulting with faculty and student users
- Testing systems and applications
- Creating and editing static and multimedia user documentation

Required Qualifications

- Bachelor’s Degree in IT, English, communication, business, or other relevant field, or equivalent related work experience
- Experience in technology-related customer support
- Proven skills using a variety of operating systems (Mac, Windows, Linux)
- Strong technical skills and problem-solving abilities
- Excellent collaboration and communication skills
- Ability to prioritize multiple tasks and activities

Preferred Qualifications

- Advanced degree in an IT-related field; or significant comparable work experience
- Broad knowledge of technology-enhanced learning environments, products, services, and pedagogies
- Experience supporting video-conferencing and video-capture tools such as Zoom, WebEx, Skype, Google Hangout, or Cattura
- Experience working in higher education or a large multi-unit company
- Experience supporting learning management systems such as Canvas, Sakai, or Blackboard

Appointment Type


Salary Information

Commensurate on Experience

Review Date


Additional Information

The successful Candidate will be required to have a criminal conviction check

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges , a school of medicine , a veterinary medicine college, Graduate School , and Honors College . The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers . A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Brittany Kessler at during regular business hours at least 10 business days prior to the event.

Advertised: August 9, 2021
Applications close: October 7, 2021 Eastern Daylight Time

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