Academic Endpoint Technician

Advertising Summary:

The VCU Instructional Computing Services team is seeking a full-time Academic Endpoint Technician to join our team!
We're looking for an Academic Endpoint Technician to join us in supporting our customers in academic spaces throughout the university. Our goal is to provide the highest quality service and technical support to meet their unique needs. The focus for this position will be primarily supporting our classroom/lab spaces, our loaner laptop program for students, and providing rotational support at both of our campus locations at James Branch Cabell Library on the Monroe Park Campus as well as the VMI (Virginia Mechanics Institute) Building on the MCV Campus on a weekly basis. Telework / Flexible Work Arrangements are available and will be considered in the context of the needs of our team for balanced on-site support coverage.

Unit: Technology Services MBU

Department: Academic Technologies

Department Summary: Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.

Duties & Responsibilities include but are not limited to:

• Responding to customer requests, troubleshooting, and providing timely resolution, providing break/fix support, and support of audio/video systems within academic spaces as needed including triaging to other service providers and serving as a liaison for technical incidents/requests.
• Working with a team to plan, communicate, execute, and review managed projects such as hardware/software upgrades and equipment replacements, new equipment receiving, asset management (fixed-assets processing/certification), and equipment tagging.
• Developing documentation for systems and services provided to customers.
• Understand and ensure compliance with information technology and security policies.
• Other duties may be added and/or assigned as needed.

Minimum Qualifications:

• A high school diploma or equivalent and must currently have earned or be able to obtain both the CompTIA A+ certification AND the Dell TechDirect certification within 3 months of hire.
• Demonstrated experience in troubleshooting complex problems with networks and connectivity issues.
• Demonstrated experience with hardware and software deployment projects.
• Google Workspace experience and ability to provide training on usage and best practices to users with varying skill levels.
• Demonstrated experience working in an enterprise environment in supporting, configuring, and managing Windows and macOS desktop/laptop computers.
• Must be able to lift and transport moderately heavy computer equipment and other technology (at least 80lbs).
• Strong interpersonal communication (written and verbal) skills with the ability to articulate complex technical information to a wide variety of audiences and provide robust customer service.
• Time management skills, organization and punctuality are a must.
• Ability to function effectively as an integral member of a team.
• Demonstrated experience working in and fostering a diverse faculty, staff, and student environment or a commitment to do so as a staff member at VCU.

Preferred Qualifications:

• Bachelor’s degree in relevant computer systems, information systems, or related discipline and/or at least two (2) years of experience in hardware, software, installation, troubleshooting, and consulting with users with varying levels of knowledge.
• Demonstrated experience providing technical support to customers/departments with varying needs.
• Demonstrated experience with project tasking concepts and processes.
• Demonstrated experience in a higher education environment.
• Demonstrated experience working in an enterprise environment managing Windows computers with tools such as MECM (formerly SCCM), Intune, Active Directory, Group Policy.
• Demonstrated experience working in an enterprise environment managing Apple macOS computers using tools such as Jamf Pro.
• Demonstrated experience with shell scripting using PowerShell, Bash/ZSH, and/or Python.
• ITIL Foundations (v3 or v4), CompTIA (A+ and Network+), Jamf, and Microsoft Certifications are viewed favorably.

Salary Range: Up to $55,000, commensurate with experience

Benefits : All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption Status: Non-Exempt

Hours per Week: 40

Restricted Position: No

ORP Eligible: No

Flexible Work Arrangement: Hybrid

University Job Title: 24111N - IT Analyst 1