Information Support Specialist
Job Description
The Collaborative Computing Solutions (CCS) department within the Division of IT at Virginia Tech is working to ensure that faculty, staff, and students at the university have access to robust tools and environments to empower innovation and collaboration at all levels. To support this mission, CCS is seeking a talented Information Support Specialist to join our team.
About CCS
CCS manages the following services for Virginia Tech:
-University Email Services (Gmail and Exchange Online)
-VT SaaS Offerings (G Suite for Education, Microsoft 365, and Slack)
-Cloud Accounts and Services (AWS, Azure, and GCP)
-Secure Virtual Environments (Hyper V)
-VT Active Directory
Responsibilities:
-Monitor a ServiceNow support queue and evaluate incidents against predefined criteria
-Coordinate support efforts with team members
-Diagnosis and troubleshoot technical issues for university customers
-Identify support improvements and track recommendations
-Conduct professional communications with customers to resolve support issues
-Write, publish, and maintain knowledge base articles, requestable items, and internal procedures to support customers, the Virginia Tech help desk, team members, and the Division of IT partners
-Script, record, and publish videos to demonstrate instructional steps to customers
-Create and maintain up-to-date documentation
-Follow established policies, procedures, and best practices
-Help develop and maintain workshop materials
Required Qualifications
-Bachelor’s degree in STEM or related field, or related work experience
-Significant experience troubleshooting and helping customers with technology issues
-Significant experience in technical writing and document editing
-Experience in work environments that require interpersonal, organizational, and communication skills
-Experience working both independently and as a member of a team
-Strong attention to detail
Preferred Qualifications
-Experience with incident management applications
-Experience with Microsoft 365, G Suite, and Slack apps
-Experience preparing reports and presenting information
-Experience in providing training content to users
-Experience in working with video capture and editing software
Pay Band
4
Appointment Type
Regular
Salary Information
Review Date
April 5, 2021
Additional Information
{sTAOther19}
The successful Candidate will be required to have a criminal conviction check
About Virginia Tech
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 that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in 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 the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
If you are an individual with a disability and desire an accommodation, please contact Rachel Robinson at recarver@vt.edu during regular business hours at least 10 business days prior to the event.