End User Support Specialist

Job Description

Serve 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. In addition, 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 Qualifications

• A bachelor’s degree in Business Information Technology, Computer Science or a related field or related equivalent experience
• Experience with computer system administration tools such as BigFix, Microsoft Intune, Microsoft SCCM, etc
• Experience working in a Windows Active Directory environment
• Experience with mobile device management platforms such as JAMF
• Experience with Windows and Mac operating systems
• Experience in an IT support or help desk environment
• Experience with ticketing systems such as ServiceNow, TeamDynamix, etc
• Demonstrated ability to interface with end users over the telephone, via email or in person to effectively communicate problem status and resolutions
• Good interpersonal, customer support, verbal and technical writing skills tailored to a level appropriate for the intended audience
• Ability to operate independently and without supervision to accomplish organizational goals and objectives
• Comprehensive knowledge of PC hardware, software and printing
• Ability to effectively analyze, research and resolve technical problems
• Must have a valid motor vehicle operator's license to travel and transport equipment to various work sites across campus

Preferred Qualifications

• Experience in IP Security, Windows Firewall and knowledge of desktop security best practices
• Experience with automated image deployment
• Experience with Windows roaming profiles and file redirection
• Experience working in a state and/or university environment

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

Salary range of $48,000 - $52,000

Hours per week

40

Review Date

3/25/2026

Additional Information

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

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.

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