IT Technology Support Analyst

IT Technology Support Analyst General Description

This above entry level position is responsible for supporting deployment of computer images via Enterprise tools like Microsoft ECM, and JAMF. This position will be responsible for patch and update policy remediation to insure compliance with college policy. This position will largely be responsible for general tasks like computer installations, hardware and software updates, and end user support. This position provides end user support via remote tools, in person, as well as supporting faculty, staff, and students in the use of classroom technologies.

This position is responsible for more complex and level 2 escalations of user issues.

Position is primarily day shift reporting to the Medical Education Campus of NVCC; however, organizational requirements may demand work on evenings, nights and weekends or working at other locations.

• Act as campus agent for desktop imaging, software deployment, and system maintenance.
• Use Enterprise deployment tools like Microsoft ECM or Apple JAMF to perform work tasks.
• Comply with security policy in performance of tasks.
• Complete tasks within project time‑lines.
• Act as mid‑level support staff, receiving instruction from senior staff and working with junior staff members, and provide single‑task level oversight on junior staff.
• Support Windows and MAC based systems and applications.
• Comply with operational standards when performing work in the following systems:
  Microsoft ECM (Windows management), JAMF (Apple Products), Lab Stats (Computer Lab management).
• Perform routine checks and tests of computers as well as classroom technology and report any issues.
• Perform in‑person end‑user support for the use of computers, software, printers, peripherals, phone, WIFI connectivity, and classroom technology.
• Make accurate changes to records in Active Directory when appropriate.
• Perform inventory tasks and tracking of asset moves as required by college policy.
• Assist in computer life‑cycle management as well as software version management.
• Document activities in service tracking system.
• Perform other duties as assigned.

* This position is not eligible for telework.

• Excellent communication and interpersonal skills.
• Ability to provide on‑site, in‑person end‑user support.
• Ability to deploy images, software, updates, and system patches.
• Knowledge of a variety of computer hardware, software, and peripherals.
• Working knowledge of LAN/WAN networks.
• Ability to analyze information and evaluate results to choose best solution to resolve problems.
• Ability to coordinate and organize the activities of small teams.
• Ability to (1) identify and assess customer needs, (2) meet those needs with quality standards for service, and (3) evaluate customer satisfaction.

• Experience supporting computer hardware, software, and peripherals.
• Experience deploying computer images.
• Experience using Microsoft Business applications.
• Experience performing computer laptop and repair.
• Experience providing mid‑level end‑user support as a member of an IT staff.

• Competency with network tracing tools and network troubleshooting techniques.
• Experience deploying computer images and software via Microsoft Endpoint Configuration Manager (ECM).
• Experience Managing Computer Systems through Microsoft INTUNE.
• Experience using remote desktop support tools for remote user support.
• Experience using ‘Splashtop’ remote support tool.
• Experience using ‘Lab Stats’ Lab Management software.
• Previous work in college or education environment.
• Experience working with Apple/IOS products.
• Ability to complete tasks with minimal supervision.
• Experience installing or configuring audio‑visual systems.
• Experience performing technology inventory.

(Use the "Apply for this Job" box below)./93312

Background Check Statement: The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link:/

EEO STATEMENT: The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non‑merit factors.