End User Support and Lab Operations Specialist

Virginia Tech seeks an End User Support and Lab Operations Specialist to provide 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. The specialist 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 front-line technical support to end users in person, by phone, email, or through a ticketing system.
• Perform hands-on technical work to maintain instructional computer labs, including computer deployment, software installation, troubleshooting, documentation, and maintenance.
• Coordinate with the lab operations lead to execute lab priorities, schedules, standards, and refresh plans.
• Support additional lab environments as they come under AAD IT management.
• Manage multiple issues and prioritize work based on urgency and user impact.

Requirements

• Experience with Windows, macOS, and Linux operating systems.
• Experience installing, configuring, operating, and troubleshooting computer hardware, software, and peripherals.
• 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.

Benefits

• Eligibility for professional development opportunities and university shared governance.

About the Organization

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution, Virginia Tech enhances the quality of life in Virginia and throughout the world. The university offers more than 280 majors to a diverse enrollment of over 36,000 students across eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College.

The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.