Desktop Computer Support Technician

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.

Position Summary

VCU has an exciting opportunity for a Desktop Computer Support Technician to provide and oversee primary technical support to selected university departments for computer desktop, laptop, and mobile device hardware, software, macOS, and Windows OS networked environments as assigned. The desktop technician will provide on-site and remote support for software application configuration/installation/troubleshooting, operating system configuration/deployment/troubleshooting, networking issues, local and network printing, computer hardware, and a wide variety of mobile and peripheral devices used for administrative and instructional purposes.

Minimum Qualifications

• Demonstrated ability to work effectively with faculty, staff, and students to provide technical support, consultation, and training in computer system operations and technology. Illustrated capability to promote, support, and utilize teams and collaboration to accomplish projects and tasks. Exhibited expertise to communicate effectively in writing, particularly with regard to the development of technical documentation, procedures, and reports.

• Demonstrated experience in managing computer objects, group policy objects, security groups, and users in Microsoft Active Directory/Group Policy Manager. Aptitude to communicate effectively in public speaking, developing and delivering presentations. Skills and experience in customer service best practices.

• Demonstrated ability to communicate technical concepts orally with general users and high-level management in amiable, non-technical terms. Knowledge of current networking technologies used with desktop, laptop, and mobile devices. Prowess to think and act proactively, taking initiative on executive projects. Working knowledge of common and current computer operating systems and software applications programs, such as macOS, iOS, Windows OS, Microsoft Office suite, Google Workspace, Jamf Pro and SCCM/MECM/InTune. Demonstrated ability to install peripheral devices and external/internal computer hardware components. Capability to diagnose and resolve desktop and client/server application problems at all technical levels using enterprise troubleshooting tools. Experience in diagnosing and resolving computing and hardware problems at all technical levels.

• Applicants must have a clean driving record and be able to drive a State of Virginia/VCU-owned vehicle.

• Applicants must be willing to be a part of a regular rotating on-call schedule with a group of other desktop computer support technicians to support our customers after business hours.

• CompTIA A+, Jamf 100 required licenses/certifications required or within first year of hire.

• On-call required.

• 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.

• Perform other duties as assigned.

Preferred Qualifications

• B.S. degree in computer science, information systems, or related discipline, or equivalent, with a minimum of 5 years of relevant work experience to include hardware and software installation and troubleshooting, consulting with users with varying levels of knowledge, etc.

• Experience supporting VIP customers is preferred. Emphasis in Windows OS and Dell hardware desktop computing experience with exposure to macOS and Apple hardware experience.

• CompTIA A+ certification and Jamf 100 certification are desired upon hire or required within one year of hire.

• Apple, CompTIA, Dell, ITIL, and Microsoft certifications are highly desirable.

Working at VCU Technology Services:

At VCU Technology Services, we value people and empower one another through collaboration and inclusivity, trusted partnerships, and unequaled innovation to provide a secure, accessible, reliable, adaptable, and modern IT environment that enables the success of VCU as a leading public research institution. We are VCU's trusted IT partner and where the University community comes for IT solutions.

Benefits of Working at VCU include :

• Hybrid and Flex Hours available [link]

• New Employees (0-3 Years of Service) start with 28 days of paid leave per calendar year** plus federal and state holidays [link]

• Leave plans built to promote a healthy work/life balance with the ability to carry leave forward to a following calendar year; parental leave for childbearing, caregiving, adoption, surrogacy, or foster care; caregiver leave for dependent immediate family members, community service leave for volunteer work, community participation, etc. [link]

• Tuition Benefit for continuing education and professional development, up to six credit hours per academic semester link

• Health Care Plan & FSA option through PayFlex [link]

• Tax-deferred annuity retirement savings program with Cash Match Plan [link]

• Professional development opportunities encouraged and offered for employees as part of annual career development, e.g. certifications, seminars, courses, annual conferences, mentorship, etc.

The university and the region

VCU is a public research university unlike any other, dedicated to serving the needs of students and patients. Inclusion is our heartbeat and it drives us to tackle difficult challenges others can't or won't. We're home to creativity, teaching, discovery and healing. Our location in the heart of downtown Richmond, Virginia, means the nonstop energy of our city ignites our innovation and provides unlimited opportunities for our students.

About Virginia Commonwealth University

We are the university for Virginia. We know that the unique backgrounds and life experiences of the VCU community are what drive the university forward. Together, we're forging a future that is built by us. Here, artists and engineers, doctors and designers come together to reimagine the human experience and tackle the problems of tomorrow.

VCU dates to 1838 with the formation of the Medical Department of Hampden-Sydney College, whose mission was to educate physicians in central Virginia and which was later renamed Medical College of Virginia. In 1968, Richmond Professional Institute merged with the Medical College of Virginia to become what is now known as Virginia Commonwealth University.

Located in downtown Richmond, the state capital of Virginia, VCU enrolls more than 28,000 students in more than 200 degree and certificate programs across its urban campuses: the downtown Monroe Park and MCV campuses in Richmond; the Rice Rivers Center in Charles City, Virginia; satellite locations in Fairfax, Virginia, and Abingdon, Virginia; and a campus in Doha, Qatar, for the School of the Arts.

Ignited by the energy of the city, we're ready to lead industries — or disrupt them. We seek out the unexpected, the experimental, the never-been-tried. VCU is designated as a research university with very high research activity by the Carnegie Foundation, garnering more than $500 million in sponsored research from federal and other agencies in FY2024. The National Science Foundation ranked VCU among the top 50 public research universities in the country, and we are one of only 69 public universities nationwide to be designated by the Carnegie Foundation as “Community Engaged” with “Very High Research Activity.”

This research enterprise, and the influence of having one of the nation's top-ranked public graduate arts schools , ensures students receive unique educational experiences that equip them with a creative mindset that sets them apart.

VCU's contributions in talent, innovation and entrepreneurialism, regional stewardship and local culture shape the economic impact and overall quality of life in the region. VCU as a whole generates more than $9 billion in economic activity. It is the largest employer in Richmond with more than 26,000 employees at VCU and VCU Health, and it supports approximately 58,000 j obs in Virginia . In addition, Virginia classifies VCU with a Tier III status — the highest possible status for universities and colleges — allowing VCU more flexibility in managing its operations to implement best practices and streamline processes. To learn about VCU's finances, visit about.finance.vcu.edu.

VCU's unwavering commitment to diversity, inclusion, equity and student success is why INSIGHT into Diversity magazine has named us a Diversity Champion six times in a row as part of its annual Higher Education Excellence in Diversity Awards . And many students say that the best thing about VCU is its diversity.

VCU's mission, under the leadership of President Michael Rao, Ph.D., is to serve as one national urban public research institution dedicated to the success and well-being of our students, patients, faculty, staff and community through:

• Real-world learning that furthers civic engagement, inquiry, discovery and innovation.

• Research that expands the boundaries of new knowledge and creative expression and promotes translational applications to improve the quality of human life.

• Interdisciplinary collaborations and community partnerships that advance innovation, enhance cultural and economic vitality, and solve society's most complex challenges.

• Health sciences that preserve and restore health for all people, seek the cause and cure of diseases through groundbreaking research and educate those who serve humanity.

• Deeply ingrained core values of diversity, inclusion and equity that provide a safe, trusting and supportive environment to explore, create, learn and serve.

Welcome to VCU. A world unlike any other.

About Richmond, Virginia

As the commonwealth's capital , Richmond, Virginia, offers a vibrant mix of history, diverse culture and real-world opportunities . Distinct neighborhoods, cozy restaurants and cafes and quaint local markets give the city an intimate feel, but theaters, galleries, music festivals, sports attractions and a steady stream of annual events bring RVA — as locals call the region — to life. Established in 1780, its rich history can be seen in the architecture, the Capitol grounds and the cobblestone streets around the city. With the historic James River and 600 acres of parks bordering it, bike trails, wineries, breweries, a flourishing arts, entertainment and restaurant scene (Food and Wine called Richmond a “culinary powerhouse”) and affordable suburbs, this small city punches well above its weight in terms of attractions and buzz. In fact, Travel + Leisure named Richmond the best place to live in Virginia in 2023 and Southern Living named Richmond one of the 20 best cities to live in the South in 2024.

Richmond's location in the middle of the state allows for day or weekend trips to the beach, the Blue Ridge Mountains or Virginia's many wineries. It's within a two-hour drive of Washington, D.C., and a multitude of excellent institutions of higher education. The Richmond metropolitan area is also home to several Fortune 500 companies , a broad base of financial companies , hospitals and media firms, high-tech manufacturing companies and state and local government agencies . Entrepreneurs and artists put down roots in Richmond, and Thrillist named it one of the best U.S. cities for creatives in 2022.

Beyond Richmond, CNBC has named Virginia as the No. 1 state in the country to do business six times since the study began in 2007. It has accomplished this by bringing in billions in capital investment and thousands of new jobs; investing in education; expanding access to quality health care for all; making sure everyone has access to opportunity; and more. Business Facilities magazine named Virginia the 2024 State of the Year. Suffice to say, Virginia is full of growth and opportunity, making it the perfect location for a university determined to erase barriers and provide students with robust learning experiences that will make them unstoppable.