Endpoint Technology Support Technician

Title: Endpoint Technology Support Technician

Agency: Virginia Peninsula Community College

Location: Multiple Locations

FLSA: Exempt

Hiring Range: $59,000 - $64,000

Full Time or Part Time: Full Time

Additional Detail

Job Description:

Virginia Peninsula Community College is a two-year institution of higher education established as a part of a statewide system of community colleges. It primarily serves the residents of the cities of Hampton, Newport News, Poquoson, and Williamsburg, and the counties of James City and York.

Assist with the day-to-day operations of Virginia Peninsula Community College's technology infrastructure and services and provide direct technology assistance to customers and information technology staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications/packages, and all related IT services. Responsible for troubleshooting, problem-solving, and maintaining desktop/laptop systems. Serves as the primary level one contact for all IT requests and related help desk services. Provide remote support to offsite and mobile users. Provide project management support and assist in the creation and delivery of strategic communications. Maintain customer-facing websites, social media pages, and training resources. Assist with training and development initiatives within Information Technology and all campus locations. Partner with campus departments to identify and respond to end-user needs. Collaborate with Information Technology staff to troubleshoot and deliver solutions to campus end-users. Provide administrative support for the campus ticketing system and provide reports to leadership. This position is responsible for client support at multiple locations, including the VPCC Hampton Campus, the Historic Triangle Campus, the Shared Services Center, and the remote workforce. This position is expected to be capable of working on a hybrid-remote basis, planning time appropriately. As dictated by present circumstances, the employee will attend all required meetings as necessary, person or from remote locations. The employee will be generally available during normal work hours but will be fully prepared to routinely work as needed outside of those hours to maintain the 24X7 service required by VPCC and VCCS.

Minimum Qualifications:

• Valid driver's license, High School diploma or GED.
• Considerable experience with hybrid learning, work environments, and the technology infrastructure necessary to support end-users.
• Working experience in system administration and help desk support.
• Experience with high-volume help desk environments.
• The ability to work a flexible schedule which may include remote, nights, and/or weekends.
• Ability to work at all campus locations.

Knowledge:

Comprehensive knowledge of:

• Audiovisual systems and support, including event support
• Microsoft products and services to include Teams Voice
• Desktop and endpoint technologies

Working knowledge of:

• Network and telecommunication skills
• Wireless end point configuration and troubleshooting
• Information technology governance principles and guidelines to support decision making
• Technology support best practices, development of training materials

Skills:

• Detailed oriented.
• Demonstrated experience providing excellent customer support
• Strong interpersonal skills

Ability to:

• Analyze and repair microcomputers, laptops, and peripherals equipment
• Train faculty and staff customers in hardware and software use and end user training
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions
• Work independently and collaboratively as part of a team
• Demonstrated ability to prioritize multiple tasks efficiently, to be flexible, work cooperatively with others to resolve problems and complete complex projects to meet established deadlines
• Communicate effectively orally and in writing with technical and non-technical personnel and provide quality customer services
• Assess training needs related to the application of technology
• Perform effectively in a fast-paced environment with constantly changing priorities
• Delegate tasks to others and oversee timely completion
• Communicate timely task, project, and support ticket status to the manager.
• Ability to work with and support a diverse population of students, faculty, staff, and community members

Preferred Qualifications:

• Knowledge of VCCS and Virginia's security standards, policies, and procedures
• Experience working in fast-paced, team-oriented environments, specifically in higher education across multiple locations and campuses
• Previous Tier I experience