Advertising Summary: Desktop Services has an exciting opportunity for a growth and results-oriented individual interested in supporting our fixIT computer repair functions. We invite detail-oriented individuals with strong analytical and critical thinking skills, knowledge of Windows and macOS desktop computer hardware and software and a desire to contribute to the VCU mission to apply.

Unit: Technology Services

Department: Technology Support Services

Department Summary: Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.

Duties & Responsibilities:

Coordinates macOS and Windows computer break/fix operations at the VCU RamTech fixIT shop, ensuring all repairs and contracted requests are performed within established timeframes. Performs and oversees senior-level repair work as assigned, managing and maintaining their Dell and Apple vendor certifications. Processes customer financial transactions, Dell and Apple warranty requests, and third-party Safeware warranty requests as applicable. Oversees student workers at fixIT when the Team Lead is not present. Provides a high level of customer service to parents, students, faculty, and staff regarding computer software and repair issues. Also provides supplementary break/fix support to Technology Services Desktop Services, faculty, and staff departmental computers, as well as to other decentralized IT unit faculty and staff departmental devices. Issues student-loaner laptops, updates inventory, and re-images devices as needed. Other duties may also be assigned to this position.

Minimum Qualifications

• Ability to work effectively and demonstrate customer service best practices with faculty, staff, parents, and students who need their desktop/laptop/tablet devices upgraded or repaired. 

• Supervisory experience with part-time or student technical staff.  

• Demonstrated aptitude to promote, support, and utilize teams and collaboration to accomplish projects and tasks.  

• Competence to think and act proactively, taking initiative on executive projects.  

• Ability to communicate effectively, both orally to convey technical concepts to general users and high-level management in friendly, non-technical terms, and in writing with regard to the development of manuals, procedures, and reports.  

• Skill to process financial transactions and warranty requests, keeping up-to-date records in both areas via our ticketing system. 

• Knowledge of current networking technologies used with desktop, laptop, and mobile devices.  

• Working knowledge of common and current PC operating systems and software applications and programs, such as macOS, Windows, Microsoft Office, and Google Workplace.  

• Demonstrated ability to install peripheral devices and internal adapters and to set up computers via desktop imaging and deployment tools, as well as knowledge of best-practice data backups.  

• Ability to diagnose and resolve desktop computing application and hardware problems at all technical levels using vendor troubleshooting tools and industry best practices.  

• 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.

Preferred Qualifications

• Degree in information systems, computer science, or a related discipline, or equivalent work experience required.  

• Several years of hands-on work experience, including hardware and software installation and troubleshooting, consulting with users with varying levels of knowledge, etc.  

• CompTIA A+ Certification and Jamf 100 certification are highly desirable and required within one year of hire.  

• Apple Certified Support Technician, Apple Certified Repair Technician, and Dell Client Course certifications are required upon hire or within one month of hire

• Understanding and/or experience with Enterprise macOS and Windows desktop support tools, such as Active Directory, MECM, Intune, and Jamf. 

Salary Range: $50,000- $58,000

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: Non-Exempt

Hours per Week: 40

Restricted Position: No

ORP Eligible: No

Flexible Work Arrangement: Fully Onsite

University Job Title: 24111N - IT Analyst 1

Contact Information:
Contact Name: Mary Teller
Contact Email: mkteller@vcu.edu