IT Analyst

The Office of the Provost’s Academic Operations division is looking for an IT Analyst to provide exceptional (white-glove) technical, customer support to critical divisions within the university.  This role is essential to ensuring the success of AOIT’s operations. The IT Analyst provides direct support of day-to-day operations and specializes in IT support for several hardware and software platforms, including Windows and Apple desktop, laptop, mobile devices, printers and conference rooms. The position collaborates with team members, customers, vendors, and central VCU Technology Service to ensure the business needs of the unit are met with minimum disruption/downtime.

• Provide comprehensive and responsive end-user support by troubleshooting and resolving service requests, delivering break/fix support, supporting audio/video conferencing systems, and managing departmental computing resources, maintenance, and asset inventory.
• Collaborate with the AOIT team to deliver efficient and effective service.
• Address inquiries, troubleshoot issues, and ensure timely resolution via phone, email, or in-person.
• Collaborate with other teams across VCU to maintain computer workstations and mobile devices on both campuses. 
• Assist with the ongoing development, documentation, and maintenance efforts to ensure sustainable, adaptable, and robust internal service and support processes. 
• Aid in providing technology solutions and implementation: Research, test, and implement automation solutions to improve departmental operations and streamline business processes.
• Utilize the university's central tools to support the successful management of systems under the AOIT umbrella

• Provide basic training for tools/technologies offered at the university and used by customers.
• Recognize, anticipate, or investigate customers' needs and recommend process improvements.  
• Other duties, as assigned

• High School Diploma or equivalent and a minimum of 2+ years of experience in systems (hardware and software) support 
• Proven ability to troubleshoot complex problems and provide even stronger customer service.
• Strong interpersonal communication (written and verbal) with the ability to articulate complex technical information to a wide variety of audiences; Commitment to professionalism and collegiality in all interactions.
• Ability to develop and maintain relationships and collaborations with faculty, staff, students, and the VCU community
• Time management skills, organization and punctuality are required.
• Ability to function effectively as an integral member of a team. 
• Experience in basic network connectivity and troubleshooting. 
• Must be able to lift and transport moderately heavy computer equipment and other technology. 
• Google Workspace experience and ability to provide training on usage and best practice
• Proficiency in supporting, configuration, and management of Windows and MacOs computers. 
• Knowledge of Microsoft Intune and Entra products, Active Directory, Group Policy, MECM, and Jamf
• Must currently have or be able to obtain Dell TechDirect certification within 9 months of hire. Resources and exams will be provided
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU

• Bachelor’s degree in relevant Computer systems, Information Systems, or related discipline and/or at least five (5) years experience to include hardware and software installation and troubleshooting
• Multi-year experience providing technical support to customers/departments with varying needs. 
• Knowledge of scripting, Smartsheets, and Google Apps workspace tools. 
• Knowledge of Citrix and other virtualization technologies
• A+ preferred. 
• Experience in Higher education administrative units 

The Office of the Provost is committed to the growth and professional development of the Academic Operations team and will provide opportunities to foster a culture of learning and career development.

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