Support Specialist

About the role

Technology Support Services is seeking a Support Specialist to join the IT Support Center at Virginia Commonwealth University (VCU). The role supports students, faculty, and staff with IT incidents and service requests via phone, email, or walk‑up counter in a fast‑paced, hybrid environment.

VCU Technology Services delivers scalable, secure, and innovative technology solutions to the entire VCU community 24/7/365.

Responsibilities

• Serve as the first point of contact for customers (students, faculty, staff, affiliates, parents, etc.) seeking solutions for incidents and service requests via phone, email, or walk‑up counter.
• Ask appropriate questions, use personal experience, technical knowledge, service desk knowledge base, problem‑solving skills, advice from colleagues, and other reliable sources to provide a full range of technical assistance and troubleshooting.
• Diagnose and resolve customer issues.
• Capture customer interactions accurately and escalate issues that extend beyond Tier I span of control.
• Maintain excellent interpersonal and communication skills; be detail‑oriented and analytical.

Requirements

• 1‑2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in the required skills.
• Working knowledge of multiple operating systems (Windows and Apple).
• Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.
• Working knowledge of computing and network technologies.
• Ability to communicate clearly, effectively, and professionally.
• Ability to independently research solutions to technical issues using available resources.
• Available to work between 8:00 am and 6:00 pm.
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a diverse population of faculty, staff, and students, or a commitment to do so as a VCU staff member.

Qualifications

• AAS degree in Information Systems, Computer Science or a related field (preferred).
• Experience using a help desk ticketing system (Cherwell, ServiceNow, etc.) (preferred).
• Relevant technology certifications (e.g., CompTIA A+, HDI, Microsoft, Apple, Cisco, etc.) – achieved or pursuing (preferred).

Benefits

All full‑time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax‑deferred annuity and cash match programs, employee discounts, well‑being resources, abundant opportunities for career development and advancement, and more.

Pay

Salary range: $15.00 (presumably per hour).

Schedule

Hours are scheduled between 8:00 am and 6:00 pm, with an average of 29 hours per week. The position follows a hybrid arrangement: primarily in‑person work with occasional remote work on weekends.