Unit: VCU Libraries MBU

Department: University Libraries

Department Summary: VCU Libraries supports learning, research, and creativity across Virginia Commonwealth University. With locations at James Branch Cabell Library on the Monroe Park Campus and the Health Sciences Library on the MCV Campus, we help students, faculty, and staff access the information, spaces, and services they need to succeed. Our team values collaboration, innovation, and service, creating an environment where ideas thrive and learning flourishes.

Our Library Technology Operations and Design department serves as the digital backbone of VCU Libraries. We are a forward-thinking, collaborative team of web developers, systems librarians, network analysts, and desktop support specialists who ensure our digital campus never sleeps.

Because modern academic research relies heavily on seamless digital access, our department plays an essential and central role in the university's success. By joining our technology team, you will help shape, support, and secure the modern digital tools that VCU's 30,000+ students, faculty, and researchers rely on every day.

Duties & Responsibilities:

VCU Libraries is seeking a dedicated IT Support Specialist who excels at customer service to serve as a primary technology partner for faculty, staff, and new employees across our library locations. This role is fundamentally centered on people. The ideal candidate leads with service, communicates with patience and clarity, and understands that the human experience of technology matters just as much as the technology itself.

The IT Support Specialist will be responsible for managing the full lifecycle of faculty and staff workstations, handling everything from setting up new hires to managing equipment refreshes. In this role, you will serve as a primary point of contact for daily desktop support needs. Distinctly embedded within VCU Libraries, this position supports workflows, systems, and equipment unique to research libraries. It is an environment with specialized technology needs that span multiple locations and a diverse user community. This is a highly visible, highly interactive role that requires someone who is just as comfortable working through a complex user problem as they are managing user access in Active Directory.

Qualifications:

Minimum Qualifications

• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.
• Demonstrated commitment to excellent customer service; the ability to work patiently and clearly with users of varying technical backgrounds is essential
• Working knowledge of user account management systems such as Active Directory
• Experience deploying, configuring, and troubleshooting Windows workstations in an enterprise setting
• Strong interpersonal and communication skills, both written and verbal
• Ability to manage competing priorities, communicate proactively about status, and follow through independently

Preferred Qualifications

• Experience with Google Workspace administration (user provisioning, group management, settings)
• Proficiency with the Microsoft Office suite in a managed environment
• Experience with Microsoft Intune and/or Windows Autopilot for modern device management
• Familiarity with SnipeIT or a comparable IT asset management system
• Experience in a higher education or library environment
• CompTIA A+, Microsoft 365 certification, or equivalent credential
• Experience with research library systems and workflows such as interlibrary loan, integrated library systems, and cultural heritage digitization.
• Associate's degree in a related field or equivalent combination of education and experience

Salary Range: $55,000 - $70,000

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.

FLSA Exemption Status: Exempt

Restricted Position: No

Flexible Work Arrangement: Hybrid