"IT Support Technician"

IT Support Technician

Company: Virginia Tech

Job Location: Blacksburg, 24061

Category: IT Support and Training

Type: Full-Time

Job Description

The IT Support Technician role involves supporting the day-to-day onsite information technology needs of designated departments within the Virginia Tech Transportation Institute with approximately 500+ computers, servers, and end users.

This role serves a diverse user base with varying technical skill levels, including developers, analysts, researchers, and administrative staff.

Support includes hands-on assistance with user devices and applications, including tasks such as installing software, provisioning or re-provisioning desktops and laptops, troubleshooting issues, and helping users understand complex technical problems. This work spans a wide range of technologies used across VTTI's research and administrative environments, including those related to data acquisition systems, instrumented vehicles, and field-deployed sensors.

Training responsibilities include helping users navigate VTTI systems and services such as software deployment tools, communication platforms, research computing environments, and data analysis workflows. The goal is to enable users to work more effectively and independently.

This position will work closely with the IT Service Manager, system administrators, and other IT staff to develop and implement IT policies, respond to incidents involving security, networking, and storage, and help improve the overall quality of IT services.

Because VTTI's research and IT requirements push the boundaries of technology the candidate will need to find solutions to unique problems that require inventive solutions.

A good candidate will be a creative problem solver, have a passion for helping users with technology, and above all have a strong customer experience focus.

Required Qualifications

• Education, experience, and training in a related field or discipline.
• Strong knowledge of the Windows Operating System, Active Directory, and Microsoft 365.
• Experience providing end-user support, including one-on-one consultation and training.
• Proven ability to work independently, manage multiple projects simultaneously, and take initiative in solving complex IT problems.
• Experience with computer hardware troubleshooting and repair, as well as writing user-facing documentation.
• Ability to lift and carry up to 40 lbs, including computer equipment such as desktops and monitors or TVs, as part of routine support duties.

Preferred Qualifications

• Strong knowledge of, and ability to use, scripts and spreadsheet tools within Windows, Active Directory, and Microsoft 365 environments.
• Experience working with inventory software.
• Working knowledge of hardware and software video conferencing systems.
• Experience with ticketing/work order systems like Jira Service Manager or Service Now.
• Experience with Microsoft Endpoint Configuration Manager, including tools like Microsoft Deployment Toolkit (MDT) and Software Center, as well as remote support tools (e.g., Quick Assist, Remote Desktop), and Microsoft Exchange (on-premises and Exchange Online).
• Experience with networking concepts and devices (i.e., TCP/IP, firewalls, VLAN switching, etc.)
• Working knowledge of iOS and Android.
• Working knowledge of MacOS and Linux, including configuration management systems.
• Experience with SQL compliant databases.
• Familiarity with programming languages or supporting software developers.
• Experience supporting research computing.
• Experience with petabyte scale storage systems.

Pay Band: 4

Overtime Status: Non-Exempt: Eligible for overtime

Appointment Type: Restricted

Salary Information: Starting rate of $45,000; commensurate with experience

Hours per week: 40

Review Date: 8/7/2025

Additional Information: The successful candidate will be required to have a criminal conviction check.