Endpoint Technology Support Technician

This position also requires the ability to work a flexible schedule as needed which may include telework, nights, evenings and/or weekends to maintain the 24/7 service required by VPCC and VCCS. Sensitive Position No, Assist with the day-to-day operations of Virginia Peninsula Community College’s technology infrastructure and services and provide direct technology assistance to customers and information technology staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications/packages, and all related IT services. Responsible for troubleshooting, problem-solving, and maintaining desktop/laptop systems. Serves as the primary level one contact for all IT requests and related help desk services. Provide remote support to offsite and mobile users. Provide project management support and assist in the creation and delivery of strategic communications. Maintain customer-facing websites, social media pages, and training resources. Assist with training and development initiatives within Information Technology and all campus locations. Partner with campus departments to identify and respond to end-user needs. Collaborate with Information Technology staff to troubleshoot and deliver solutions to campus end-users. Provide administrative support for the campus ticketing system and provide reports to leadership. This position is responsible for client support at multiple locations, including the VPCC Hampton Campus, the Historic Triangle Campus, the Shared Services Center, and the remote workforce.

This position requires the ability to work a flexible schedule as needed which may include telework, nights, evenings and/or weekends to maintain the 24/7 service required by VPCC and VCCS. This position is designated as Campus Security Authority (Clery Act) and Responsible Employee (Title IX). Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor., The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/ EEO Statement The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors. ADA Statement The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested. E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes. Quicklink for Posting https://jobs.vccs.edu/postings/102331

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. Do you now, or will you in the future, require sponsorship for an employment visa? + Yes + No
2. Do you have experience with hybrid learning, work environments, and the technology infrastructure necessary to support end-users? + Yes + No
3. Do you have experience in system administration and help desk support? + Yes + No
4. Do you have experience with high-volume help desk environments? . + Yes + No
5. Are you able to work a flexible schedule which may include telework, nights, and/or weekends? + Yes + No
6. Are you able to work at all campus locations? + Yes + No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. Alternative Hiring Process Letter
2. SF-50 (Documentation of involuntary separation from Federal Agency)

• Valid driver’s license, High School diploma or GED.
• Considerable experience with hybrid learning, work environments, and the technology infrastructure necessary to support end-users.
• Working experience in system administration and help desk support.
• Experience with high-volume help desk environments.
• The ability to work a flexible schedule which may include telework, nights, and/or weekends.
• Ability to work at all campus locations.

Comprehensive knowledge of:

• Audiovisual systems and support, including event support
• Microsoft products and services to include Teams Voice
• Desktop and endpoint technologies

Working knowledge of:

• Network and telecommunication skills
• Wireless end point configuration and troubleshooting
• Information technology governance principles and guidelines to support decision making
• Technology support best practices, development of training materials

Skills:

• Detailed oriented.
• Demonstrated experience providing excellent customer support
• Strong interpersonal skills

Ability to:

• Analyze and repair microcomputers, laptops, and peripherals equipment
• Train faculty and staff customers in hardware and software use and end user training
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions
• Work independently and collaboratively as part of a team
• Demonstrated ability to prioritize multiple tasks efficiently, to be flexible, work cooperatively with others to resolve problems and complete complex projects to meet established deadlines
• Communicate effectively orally and in writing with technical and non-technical personnel and provide quality customer services
• Assess training needs related to the application of technology
• Perform effectively in a fast-paced environment with constantly changing priorities
• Delegate tasks to others and oversee timely completion
• Communicate timely task, project, and support ticket status to the manager.
• Ability to work with and support a diverse population of students, faculty, staff, and community members.

Additional Considerations

• Knowledge of VCCS and Virginia’s security standards, policies, and procedures
• Experience working in fast-paced, team-oriented environments, specifically in higher education across multiple locations and campuses
• Previous Tier I experience.

Operation of a State Vehicle Yes Supervises Employees No Required Travel Minimal travel Posting Detail Information

Virginia Peninsula Community College is a two-year institution of higher education established as a part of a statewide system of community colleges. It primarily serves the residents of the cities of Hampton, Newport News, Poquoson, and Williamsburg, and the counties of James City and York.