Information Technology Specialist I
DUTIES AND RESPONSIBILITIES
Under general supervision, this position provides technical software, hardware and network problem resolution to all VSU technology users by performing question/problem diagnosis and guiding users through step-by- step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist other technicians as call volume permits; assign more complex end-user problems to appropriate support groups; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.
The incumbent will field incoming requests to the Help Desk to ensure courteous, timely and effective resolution of end user issues; create the initial record of the incident/request; assign all Level Two and Level Three requests to the appropriate support group; contacts third-party vendors for warranty service repair; properly document all Incident and Requests within ITSM Tool; insure that documentation and notes are clear and concise within every Incident and Request Ticket. This position also identifies, diagnoses, and resolves Level One problems for users of the campus IT services, to include, but not limited to, networking, authentication, computer, mobile devices, security, software, and multimedia devices in a call center environment; communicates solutions to end-users. Ensure that all ticket transfers are accurately transferred to their proper Queue; and adheres to all phone standards, controls and measurements established my Help Desk Lead. This role also, assists IT project leads and team members in the support, testing and training of the user base on business applications; researches problems that cannot be resolved immediately and coordinates problem resolution; determines whether reported problems require a technician site visit and write up common problems and solutions for inclusion on Help Desk Knowledge Base; and perform other duties as assigned by the CIO and those appointed above.
REQUIRED QUALIFICATIONS
High School Diploma or Equivalent and 2-3 years related experience. Must demonstrate excellent communication, interpersonal and organizational skills and be adept at tactfully managing a wide array of customers and their needs. Strong analytical thinking and problem-solving abilities required. Ability to provide high level of customer service and reduce technical information to simple language. Ability to clearly document issues so that they may be easily interpreted by other staff members. Skilled in the installation, repair and troubleshooting of microcomputers with Windows 10 series; knowledge of Windows 7 and 8. Must be punctual.
PREFERRED QUALIFICATIONS
Bachelor Degree preferred working. Knowledge of Apple iPads; knowledge of industry ITSM Tools a plus as well as A+ or MCP certification. Experience in a higher educational environment preferred.
HOW TO APPLY
Virginia State University will only accept on-line applications through Recruitment Management System (RMS). Faxed, e-mailed, and mailed applications will not be accepted. Please visit http://jobs.agencies.virginia.gov to complete a state application.
The selected candidate will be subject to an extensive and complete criminal background check, which may include fingerprinting. Candidates may be required to complete a Statement of Economic Personal Interest as a condition of employment.