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Operations Systems Analyst

Employer
Virginia Commonwealth University
Location
Richmond, Virginia, United States
Salary
Competitive Salary
Date posted
Jan 16, 2025
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Operations Systems Analyst

Benefits of working at VCU

All full-time university staff are eligible for VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more. Learn more about VCU’s benefits here .

Job Code 24241
Recruitment Pool VCU Employees Only
Posting Number req6763
Unit Technology Services MBU
Department Computer Center
Department Website Link https://ts.vcu.edu/
Location VCU
Address 907 Floyd Ave, Richmond, VA 23284 USA
Duties & Responsibilities

Virginia Commonwealth University (VCU) is seeking an IT Support Center Analyst to join our team.

This position is open to VCU employees only.

Position Summary

Provide expert advice and solutions to clients on a wide variety of hardware, software, and network systems issues by assessing client needs and recommending appropriate technology solutions. Ensure prompt and effective resolution of user issues through walkup support or via telephone, ticketing systems, and email. Track and manage IT inventory by ensuring proper storage, maintenance, and disposal of IT assets and conducting regular inventory audits to maintain accuracy and accountability. Update and maintain knowledge base articles by documenting common issues and solutions to reflect current best practices. Share knowledge and expertise with team members to improve overall support quality. Oversee the operation and maintenance of the GradeIt test grading service by ensuring accurate and timely grading of tests, ensuring appropriate team members are properly trained, and addressing any technical issues related to the service.

Minimum Qualifications
  • Demonstrated ability to diagnose and resolve common desktop software, hardware, network, and communications issues including the ability to use enterprise troubleshooting tools.

  • Demonstrated ability to communicate clearly, effectively, and professionally with clients to provide technical support, documentation, consultation, and training.

  • Demonstrated ability translating complex technical solutions into non-technical language for clients of diverse populations with varying levels of computer skills.

  • Demonstrated ability to independently research solutions to technical issues using available resources.

  • Demonstrated experience with multiple Operating Systems (i.e. Windows, Mac OS, iOS, Android).

  • Demonstrated knowledge of computing and networking technologies and supported software applications, including Microsoft Office, email clients, and web browsers.

  • Demonstrated ability to work in a diverse, fast paced and dynamic environment.

  • Demonstrated experience working in and fostering a diverse faculty, staff and student environment

Preferred Qualifications
  • Bachelor’s degree in information systems, computer science, or a related discipline, or equivalent work experience.

  • Experience using a help desk ticketing system (Cherwell, ServiceNow, etc.

  • Has achieved, or is pursuing, relevant technology certifications (e.g. HDI, Microsoft, Apple, Cisco, etc.)


Normal Work Days : Monday - Friday
Qualifications

Minimum Qualifications
  • Demonstrated skills in change management in a complex data center environment.

  • Demonstrated ability to diagnose and resolve problems.

  • Knowledge of network control operations and security monitoring.

  • Ability to provide support and training to other team members

  • Ability to serve as consultant, interact with users

  • Ability to utilize tools to enhance learning, notification and monitoring.

  • Strong customer service attitude, ability to work with limited supervision

  • Maintain current level of knowledge on topics within the computer community by attending courses, seminars, reading manuals and utilization of mentorship

  • Support VCU values

  • Ability to assist with cable and server installs and lift up to 25 pounds

  • Demonstrated experience working in and fostering a diverse faculty, staff and student environment

Preferred Qualifications
  • Prefer four-year degree, certificate, or formal training in Information Technology. Network and Security Operations experience.

  • Work experience in a large data center.

  • Demonstrated skills in Change Management.

Working at VCU Technology Services:

At VCU Technology Services, we value people and empower one another through collaboration and inclusivity, trusted partnerships, and unequaled innovation to provide a secure, accessible, reliable, adaptable, and modern IT environment that enables the success of VCU as a leading public research institution. We are VCU’s trusted IT partner and where the University community comes for IT solutions.

Benefits of Working at VCU

At Virginia Commonwealth University (VCU), we believe that our strength lies in our diversity. As a premier institution in Richmond, VA, we are committed to fostering an inclusive environment that values and respects individuals from all walks of life.

At VCU, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our students, and our community. We are all different, and we believe it’s these differences that make us stronger together.

Benefits of working at VCU include:
  • Hybrid and Flex Hours available [ link ]

  • New Employees (0-3 Years of Service) start with 28 days of paid leave per calendar year** plus federal and state holidays [ link ]

  • Leave plans built to promote a healthy work/life balance with the ability to carry leave forward to a following calendar year; parental leave for childbearing, caregiving, adoption, surrogacy, or foster care; caregiver leave for dependent immediate family members, community service leave for volunteer work, community participation, etc. [ link ]

  • Tuition Benefit for continuing education and professional development, up to six credit hours per academic semester [ link ]

  • Competitive Health Care Plan & FSA option through PayFlex [ link ]

  • Tax-deferred annuity retirement savings program with Cash Match Plan [ link ]

  • Professional development opportunities encouraged and offered for employees as part of annual career development, e.g. certifications, seminars, courses, annual conferences, mentorship, etc.

Virginia Commonwealth University is an equal opportunity, affirmative action university providing access to education and employment without regard to race, color, religion, national origin, age, sex, political affiliation, veteran status, genetic information, sexual orientation, gender identity, gender expression, or disability.

FLSA University Employee
Job FTE 100
Exemption Status Exempt
Restricted Position No
E-Class UF - University Employee FT
Job Category University Employee
ORP Eligible No
Salary Range $51,600 to $55,000
Compensation Type Salaried
Target Hire Date 2/10/2025
Contact Information for Candidates

Documents Needed to Apply Resume Required Cover Letter Optional Diversity Statement Optional

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