End User Support Specialist

Job DescriptionServe as a technical expert and administrative IT support helping to create a strong information technology foundation for the President, Executive Vice President and Chief Operating Officer, and Executive VP and Provost senior management areas. Provides technical support including installing, maintaining, troubleshooting, and upgrading desktops, laptops, printers, peripherals, mobile devices and projection computer hardware and software, for supported offices. Assists with designing automated computer installation processes to reduce install times. Performs troubleshooting efforts for major hardware or software problems and works with vendors to return defective products for service. Provides polite, professional, courteous customer service to users. Responds to user needs via phone calls, tickets, and emails. Deals with confidential and sensitive information in an appropriate manner and in accordance with university policies and procedures. Additionally, the End User Support Specialist gathers and manages information needed for maintenance of departmental system documentation and inventory databases. Performs other IT related work as assigned.Required QualificationsA bachelor's degree in Business Information Technology, Computer Science or a related field or related equivalent experienceExperience with computer system administration tools such as BigFix, Microsoft Intune, Microsoft SCCM, etcExperience working in a Windows Active Directory environmentExperience with mobile device management platforms such as JAMFExperience with Windows and Mac operating systemsExperience in an IT support or help desk environmentExperience with ticketing systems such as ServiceNow, TeamDynamix, etcDemonstrated ability to interface with end users over the telephone, via email or in person to effectively communicate problem status and resolutionsGood interpersonal, customer support, verbal and technical writing skills tailored to a level appropriate for the intended audienceAbility to operate independently and without supervision to accomplish organizational goals and objectivesComprehensive knowledge of PC hardware, software and printingAbility to effectively analyze, research and resolve technical problemsMust have a valid motor vehicle operator's license to travel and transport equipment to various work sites across campusPreferred QualificationsExperience in IP Security, Windows Firewall and knowledge of desktop security best practicesExperience with automated image deploymentExperience with Windows roaming profiles and file redirectionExperience working in a state and/or university environmentPay Band: 4Overtime Status: Non-Exempt: Eligible for overtimeAppointment Type: RegularSalary Information: Salary range of $48,000 - $52,000Hours per week: 40Review Date: 4/02/2026Additional Information: The successful candidate will be required to have a criminal conviction check.Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, ethnicity or national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.If you are an individual with a disability and desire an accommodation, please contact Zach LaCroix at zlacroix@vt.edu during regular business hours at least 10 business days prior to the event.J-18808-Ljbffr