End User Support and Lab Operations Specialist

About the role

Reporting to the college's Director of IT, the End User Support and Lab Operations Specialist provides front-line technical support to faculty, staff, and students and hands-on technical support for the College of Architecture, Arts, and Design's (AAD) computer labs. This role combines end-user troubleshooting, device setup, software support, and ticket resolution with the day-to-day technical work needed to keep instructional labs operational. The specialist works in coordination with AAD's lab operations lead, who establishes lab priorities, schedules, standards, and refresh plans, and executes the hands-on technical work, including computer deployment, software installation, troubleshooting, documentation, and maintenance. The position uses approved Microsoft Intune and Jamf workflows for lab computers but does not own either management platform or its architecture. As the college's lab footprint expands, this position will support additional lab environments as they come under AAD IT management.

Responsibilities

• Provide technical support to end users in person, by phone, email, or through a ticketing system.
• Install, configure, operate, and troubleshoot computer hardware, software, and peripherals.
• Manage multiple issues and prioritize work based on urgency and user impact.
• Follow documented procedures and coordinate effectively with other technical staff.
• Maintain instructional labs through computer deployment, software installation, troubleshooting, documentation, and maintenance.

Requirements

• Experience providing technical support to end users in person, by phone, by email, or through a ticketing system.
• Experience with Windows, macOS, and Linux operating systems.
• Experience installing, configuring, operating, and troubleshooting computer hardware, software, and peripherals.
• Ability to manage multiple issues and prioritize work based on urgency and user impact.
• Strong interpersonal, customer-support, verbal-communication, and technical-writing skills tailored to the intended audience.
• Ability to work independently, follow documented procedures, and coordinate effectively with other technical staff.

Preferred Qualifications

• Experience with ticketing systems such as ServiceNow.
• Experience using Microsoft Intune and/or Jamf to deploy or support managed computers.
• Experience working with Microsoft Active Directory, Microsoft Entra ID, or Group Policy environments.
• Experience supporting instructional computer labs, classrooms, or shared computing environments.
• Experience with specialized software used in architecture, art, and design disciplines.
• Experience with technology inventory or fixed-assets processes.

Pay

Salary range is $52,000 - $57,000 per year. This is a non-exempt position eligible for overtime.

Schedule

40 hours per week. The position will be eligible for up to one day of remote work each week following a fully onsite onboarding period.

Additional Information

The successful candidate will be required to have a criminal conviction check. Virginia Tech is dedicated to its motto, Ut Prosim (That I May Serve), and is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors and conducts more than $650 million in research annually.