Support Specialist – HigherEdJobs | #education | #technology | #techjobs




Application Due:
Open Until Filled

Job Code/Title
81941 – H – IT Analyst 1

Position Number: HU1276


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.

Anticipated Hiring

Campus: Monroe Park Campus

Hours/Week: 20-29

Normal work days: Sunday – Saturday

Normal work hours: 7:30am – 9 pm or

Does this position provide patient or clinical services to the VCU Health


Does this position require a pre-placement medical assessment?

Is any
portion of this position grant-funded?


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


  • 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
  • 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.

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

VCU is committed to providing a safe and secure environment for employees, students, visitors, and patients. As a part of this effort, a criminal records check is a condition of employment at VCU for all new employees. Criminal records checks also are conducted on current employees hired into “sensitive” or “resource critical” positions. Note: only job-related convictions may impact your progress through the employment process. It is important for you to know also that falsification of any information is grounds for termination of employment.


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