IT Systems Analyst

The Collaboration Services Department is seeking an IT System Analyst to join the team.

Position Summary

The IT Analyst will have a primary focus on the following roles:

• Provides technical support for Google Workspace and Microsoft 365.
• Provides Google Workspace and related software support to all students, faculty and staff at the university.
• Provides Microsoft 365 and related software support for some students, faculty and staff on the university’s health sciences campus.

Qualifications

Minimum Qualifications

• Working knowledge of email and collaboration software and platforms and common application programs such as Google Workspace apps and the Microsoft Office Suite
• Demonstrated ability to work effectively manage and meet multiple priorities, both independently and in a collaborative team, in a large, distributed environment with staff and coworkers
• Demonstrated ability to communicate complex information via technical support, consultation, and training so that it is understandable to novice computer users.
• Demonstrated basic working knowledge of core IT concepts, including hardware, software, networking, and security.
• Demonstrated current knowledge of Windows Server technology and Windows and Macintosh Operating Systems.
• Demonstrated ability to diagnose and resolve desktop application and computing and hardware problems at all technical levels.
• Knowledge of cloud systems terminology, mobile devices, and wireless applications.
• Demonstrated experience working in and fostering an environment of respect, professionalism and civility with a population of faculty, staff, and students from various backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

• Proficient in Google Workspace and Microsoft 365 administration and support. This includes troubleshooting, resolving system errors, providing end-user support, conducting training, assisting with migrations, performing administrative tasks like account creation and management, and evaluating third-party software for integration capacity.
• Experience with email technologies, their underlying protocols (e.g., SMTP, POP3, IMAP), and listserv administration and support.
• Familiarity with analyzing email headers to troubleshoot delivery issues and identify potential threats. Knowledge of email authentication protocols, including DMARC, DKIM, and SPF.
• Demonstrated ability in server administration and monitoring. This includes managing user accounts and groups, monitoring system dashboards (e.g., Google Workspace Dashboard, Microsoft 365 Service Status), and taking security actions for compromised accounts.
• Experience in mobile device management and support. This involves providing remote and/or in-person support installing, configuring, and troubleshooting mobile devices, as well as updating mobile operating systems and clients for Google Workspace and Microsoft 365.
• Experience in Google programming applications like Google Apps Script and Google Cloud Platform.
• Familiarity with Google Chromebooks.
• A commitment to continuous learning and staying current with advancements in technology, including Windows, Apple, desktop, laptop, and wireless technologies. Ability to self-train and adapt to changes in web clients, IMAP, authentication, and mobile access for supported applications.
• Strong communication skills, with the ability to provide consultative support and resolve user problems effectively via various channels (ticketing system, email, video conferencing, phone calls).
• Excellent documentation skills. The ideal candidate can create and update knowledge base articles, user guides, training materials, and technical documentation. They should also be able to document workflows and system requirements.
• Ability to provide timely status updates to supervisors and respond to user requests promptly.
• Experience with change management processes.

Benefits of working at VCU: All full-time university staff are eligible for VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, 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. Learn more about VCU’s benefits here.