ITaaS Customer Support Specialist

Job Title

ITaaS Customer Support Specialist

Working Title ITaaS Customer Support Specialist, Role Title Info Technology Specialist II, Role Code 39112-SW, FLSA Exempt, Pay Band 05, Position Number 261R0093, Agency VCCS-System Office Division System Office (Div).

Work Location:

Botetourt - 023. Hiring Range: $67,000 - $75,000 annual. Emergency/Essential Personnel:
No. EEO Category B-Professional. Full Time:
Yes. Telework options:
No. Bilingual requirement:
No.

Work Schedule:

40 hours per week in Daleville. Supports System Office remotely.

Virginia’s community colleges have a 50-year track record of educational excellence and innovation to serve the needs of our citizens and strengthen the Commonwealth’s economy. When Virginia’s General Assembly established the Virginia Community College System in 1966, the need for a comprehensive system was well known. Over the two decades after the end of World War II, leaders in government, business, professional sectors, and academia had called for a new approach to providing educational opportunity.

A key concern was Virginia’s ability to develop a skilled and knowledgeable workforce to expand the state’s economy. Today our community colleges give every Virginian the opportunity to gain a quality education. With 23 colleges on 40 campuses located throughout the state, Virginia’s Community Colleges are committed to serving Virginia families, helping them acquire the knowledge and skills to seize the opportunities of today and tomorrow.

The ITaaS Customer Support Specialist will provide onsite level one IT support to VCCS Shared Service Center Customer Support Services (CSS) and remote support to the VCCS System Office. The service is required to fulfill location support as assigned by the CIO/CTO. The Support Specialist will assist with the day-to-day operations of the Shared Service Center and the System Office technology infrastructure providing direct assistance to customers and ITS staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications/packages, and related IT services.

The position is responsible for troubleshooting, problem-solving, and maintaining desktop/laptop systems, and serves as the primary level one contact for all IT requests and related Shared Services and System Office help desk services. The position will provide remote support to offsite and mobile users and is responsible for client support at multiple institutions, including the Shared Services Center, System Office and a remote workforce.

The employee is expected to be capable of working on a hybrid-remote basis, planning time appropriately, and going to work locations, primarily the Shared Services Center and the System Office as needed, but wherever needed throughout the VCCS to ensure the successful operation of client systems and related software throughout Virginia. As dictated by present circumstances, the employee will attend all required meetings as necessary, either in 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 the VCCS.

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

• One or more years experience as an IT helpdesk technician, LAN administrator/technician, system administrator, or a relevant IT position.
• Project management experience for small projects.
• Must have proven ability to define and develop solutions based on business requirements.

• Of and considerable skill for the ability to analyze and repair microcomputers, laptops, and peripherals equipment, ability to train faculty and staff customers in hardware and software use.
• Of audiovisual systems and support, including event support.

• Of network and telecommunication skills.
• Of wireless endpoint configuration and…