ITasS Customer Support Specialist

40 hours per week in Daleville. Supports System Office remotely.

Virginia's community colleges have a 50-year track record of educational excellence and innovation to serve the needs of our citizens and strengthen the Commonwealth's economy. When Virginia's General Assembly established the Virginia Community College System in 1966, the need for a comprehensive system was well known. Over the two decades after the end of World War II, leaders in government, business, professional sectors, and academia had called for a new approach to providing educational opportunity. A key concern was Virginia's ability to develop a skilled and knowledgeable workforce to expand the state's economy. Today our community colleges give every Virginian the opportunity to gain a quality education. With 23 colleges on 40 campuses located throughout the state, Virginia's Community Colleges are committed to serving Virginia families, helping them acquire the knowledge and skills to seize the opportunities of today and tomorrow.

The ITaaS Customer Support Specialist will provide onsite level one IT support to VCCS Shared Service Center Customer Support Services ( CSS) and remote support to the VCCS System Office. The service is required to fulfill location support as assigned by the CIO/ CTO. The Support Specialist will assist with the day-to-day operations of the Shared Service Center and the System Office technology infrastructure providing direct assistance to customers and ITS staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications/packages, and related IT services. The position is responsible for troubleshooting, problem-solving, and maintaining desktop/laptop systems, and serves as the primary level one contact for all IT requests and related Shared Services and System Office help desk services. the position will provide remote support to offsite and mobile users and is responsible for client support at multiple institutions, including the Shared Services Center, System Office and a remote workforce. The employee is expected to be capable of working on a hybrid-remote basis, planning time appropriately, and going to work locations, primarily the Shared Services Center and the System Office as needed, but wherever needed throughout the VCCS to ensure the successful operation of client systems and related software throughout Virginia. As dictated by present circumstances, the employee will attend all required meetings as necessary, either in person or from remote locations. The employee will be generally available during normal work hours but will be fully prepared to routinely work as needed outside of those hours to maintain the 24X7 service required by the VCCS.

A combination of relevant education and experience that provide the required level of knowledge, skills and ability to successfully perform the functions of the job requirements.
* One or more years experience as an IT helpdesk technician, LAN administrator/technician, system administrator, or a relevant IT position.

* Project management experience for small projects.

* Must have proven ability to define and develop solutions based on business requirements.

Comprehensive knowledge:

* Of and considerable skill for the ability to analyze and repair microcomputers, laptops, and peripherals equipment, ability to train faculty and staff customers in hardware and software use.

* Of audiovisual systems and support, including event support.

* Of network and telecommunication skills.

* Of wireless endpoint configuration and troubleshooting.

* Of desktop imaging software, including systems such as KACE and Intune.

* To provide own transportation to travel between campus locations.

* To multitask, manage time effectively, and organize work.

* To support multimedia in an educational setting.

* To communicate effectively orally and in writing with technical and non-technical personnel and provide quality customer services.

* To learn new things and to apply those when and where appropriate.

* To communicate orally and in writing.

* To be detail-oriented.

* To work on multiple tasks simultaneously.

* To apply general work experience to a task.

* To work independently or as part of a team.

* To work in stressful situations.

* To communicate and work well with everyone from the highest levels of technical Management to staff level.

* To understand a technical environment and plan accordingly.

* To find creative solutions to problems.

* To analyze user needs and solve problems.

* To be a self-starter and work independently.

* To use logic to resolve complex problems.

* To delegate tasks to others and oversee timely completion.

* To communicate timely task, project, and support ticket status to the manager.

Preference given to Microsoft Certified Desktop Support Technician

Travel as required.

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS), or the Department for the Blind & Vision Impaired ( DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

This position is defined as a restricted classified position and is dependent upon the continuation of funding. The individual hired will be required to serve a one-year probationary period. The VCCS offers competitive compensation along with excellent benefits and opportunity for career development.

The Virginia Community College System ( VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.

The Virginia Community College System ( VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts ( ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.