IT Technology Support Analyst

Working Title:

IT Technology Support Analyst

Role

Title:

Computer Operations Technician II

Role Code: 39012-FP

FLSA Status:
Exempt

Pay Band: 04

Position Number:

Agency:
Northern VA Community College

Division: NV280-VP of College Computing

Work Location:

Fairfax County - 059

Hiring Range: $65,000 - $75,000

Emergency/Essential Personnel:
No

EEO Category: C-Technician

Employment:
Full Time

Telework Options:
No – subject to change based on business needs

Work Schedule:

Monday-Friday 7:30 am to 4:00 pm; may require evening, night, weekend, or alternate locations

This entry level position supports deployment of computer images via Enterprise tools such as Microsoft ECM and JAMF. The role handles patch and update policy remediation to ensure compliance with college policy. Responsibilities include general tasks such as computer installations, hardware and software updates, and end‑user support. Support is provided via remote tools, in person, and includes assisting faculty, staff, and students with classroom technologies.

The position handles more complex 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, weekends, or 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 and complete tasks within project timelines.
• Act as mid‑level support staff, receive instruction from senior staff, work with junior staff, 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.

• 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 the best solution to resolve problems.
• Ability to coordinate and organize 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 repairs.
• 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 a college or educational 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.

The selected candidate’s offer is contingent upon…