The VCU IT Support Center is looking for a motivated, self-starter to join our team as an IT Analyst I. This full-time entry level
position is perfect for you if you like problem-solving, research and customer service in a diverse environment. In this position you will
provide consultative, technical, and administrative IT support services to the university community by walkup, telephone, ticket and email
to ensure timely problem resolution, system/data access and optimal system performance. This position will provide day-to-day oversight for
some of the services provided by the ITSC.
Job duties:
Triage and assist customers visiting our Front
Counter
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
Document customer interactions and issue
resolutions
Monitor email and ticket queue for the VCU IT Support Center
Reserve, distribute, and triage
issues with loaner equipment
Support test scanning services processed and administered by the IT Support
Center
Collaborate and assist with special projects, tasks, and other areas based upon need and skill
level
Other duties as assigned
Required Qualifications:
2 years minimum experience in IT
support and/or customer service role or demonstrated proficiency in skills required for the position
Experience with multiple
operating systems (i.e., Microsoft Windows and Mac)
Experience with supported software applications, including Microsoft
Office, email clients, web browsers
Knowledge of information technology concepts and terminology and network technology
fundamentals
Ability to diagnose and resolve common software, hardware and communications issues including the ability to use
enterprise troubleshooting tools and communicate complex information so that it is understandable to novice computer
users
Organizational skills
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:
Bachelor’s
degree in computer science, or a related discipline, or equivalent work experience
A working knowledge of university
applications including, but not limited to Ellucian Banner, Canvas, Google Apps, Duo, Cisco AnyConnect, Citrix Workspace,
etc.
Experience working with an ITSM ticketing system
Has achieved, or is pursuing, relevant technology
certifications (e.g. KCS, CompTIA A+, HDI, Microsoft, Apple, Cisco, etc.)
Salary Range: $40,000 – $45,000
Position
Details:
Department: Technology Services
Employment Type: UF – University Employee FT
Hours: 9:00am-5:30pm, M-F,
Hybrid (part in-person, part telework)
Restricted Status: No
FTE: 100
Exemption Status: Exempt
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