Support Specialist

The support specialist, working a hybrid schedule, remote and in-house work is required. This position is the first point of contact for customers (students, faculty, staff, affiliates, parents, etc.) seeking solutions for their incidents and service requests via phone, email or at the walk-up counter. By asking appropriate questions, using personal experience, technical knowledge, service desk knowledge base, problem-solving skills, advice from department colleagues, and information from other reliable sources, support specialists will provide a full range of technical assistance and troubleshooting to diagnose and resolve customer issues. The support specialist should have excellent interpersonal and communication skills and be a highly detail oriented and analytical individual to accurately capture customer interactions and escalate issues that extend beyond Tier I span of control.

Hours for this position will be scheduled between 8:00am and 6:00pm and will primarily be in-person with some occasional remote work on weekends.

1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in the skills required for the position

Working knowledge of multiple Operating Systems (i.e. Windows and Apple)

Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.

Working knowledge in computing and network technologies

Ability to communicate clearly, effectively, and professionally 

Ability to independently research solutions to technical issues using available resources 

Available to work between 8:00am and 6:00pm 

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.

AAS degree in Information Systems, Computer Science or a related field

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

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

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