Endpoint Technology Support Technician

About the Role

Virginia Peninsula Community College, a part of Virginia's Community College System, is seeking an Endpoint Technology Support Technician to assist with the day-to-day operations of the college's technology infrastructure and services. This role provides direct technology assistance to customers and IT staff for desktop computer systems, software applications, and related IT services.

Key Responsibilities

• Assist with the day-to-day operations of technology infrastructure and services.
• Provide direct technology assistance to customers and information technology staff.
• Troubleshoot, problem-solve, and maintain desktop/laptop systems.
• Serve as the primary level one contact for all IT requests and help desk services.
• Provide remote support to offsite and mobile users.
• Provide project management support.
• 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 across 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 generate reports for leadership.
• Provide client support at multiple locations, including Hampton Campus, Historic Triangle Campus, Shared Services Center, and remote workforce.
• Perform other duties as assigned.
• Assist the agency or state government in the event of an emergency declaration.

Requirements & Tech Stack

• Valid driver’s license
• High School diploma or GED
• Considerable experience with hybrid learning and work environments, and supporting the necessary technology infrastructure for end-users.
• Working experience in system administration and help desk support.
• Experience with high-volume help desk environments.
• 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 endpoint configuration and troubleshooting.
• Information technology governance principles and guidelines to support decision making.
• Technology support best practices, development of training materials.

Qualifications

• 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 strengths and weaknesses of alternative solutions.
• Work independently and collaboratively as part of a team.
• Prioritize multiple tasks efficiently, be flexible, and 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 and oversee timely completion.
• Communicate timely task, project, and support ticket status to the manager.
• 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.