User Support Technician

About the role

Piedmont Virginia Community College (PVCC) is a public, open access institution of higher education in the Virginia Community College System. The College is located in Charlottesville, Virginia, and serves the residents of the City of Charlottesville and the counties of Albemarle, Buckingham, Fluvanna, Greene, Louisa, and Nelson.

Responsibilities

• Serve as the first point of contact for technical support via phone, email, chat, ticketing system, and in-person.
• Troubleshoot and resolve hardware, software, network, and account access issues remotely or onsite.
• Escalate complex issues to appropriate support teams, ensuring clear documentation and communication.
• Maintain accurate records of support requests, resolutions, and asset tracking in the ticketing system.
• Install, configure, and maintain computers, software, and peripheral devices across administrative and instructional areas.
• Provide support for audio-visual equipment in classrooms and meeting spaces, including setup, maintenance, and troubleshooting.
• Affiliate with onboarding and offboarding processes by preparing and recovering technology assets.
• Participate in lifecycle management of technology, including procurement, surplus, and disposition.
• Create and maintain user documentation, knowledge base articles, and training materials.
• Attend departmental and stakeholder meetings to support Technology Services initiatives and gather feedback.
• Research and recommend new technology solutions and configurations for college use.

Qualifications

• Ability to provide high quality customer service.
• Ability to learn and implement new technology solutions.
• Intermediate knowledge of Various OS’s including Windows 10/11, MacOS, and/or iOS preferred.
• Basic knowledge of scripted installations of operating systems and software to support deployment of faculty/staff and student computer workstations preferred.
• CompTIA A+ certification or equivalent preferred.
• Demonstrated experience working in a helpdesk environment preferred.
• Demonstrated experience working in a higher education environment preferred.

Skills

• Intermediate knowledge of Various OS’s including Windows 10/11, MacOS, and/or iOS.
• Basic knowledge of scripted installations of operating systems and software to support deployment of faculty/staff and student computer workstations.
• CompTIA A+ certification or equivalent.
• Demonstrated experience working in a helpdesk environment.
• Demonstrated experience working in a higher education environment.

Benefits

This is a part-time position providing in-person support services. 29 hours or less per week.

Pay

$21.25 per hour

Schedule

Typical schedule is Monday through Friday and occasional Saturdays on rotation with flexibility. This is a part-time position providing in-person support services. 29 hours or less per week.