Desktop Computer Support Technician

Position Summary

VCU has an exciting opportunity for a Desktop Computer Support Technician to provide and oversee primary technical support to selected university departments for computer desktop, laptop and mobile device hardware, software, macOS and Windows OS networked environments as assigned. To provide on-site and remote support for software application configuration/installation/troubleshooting, operating system configuration/deployment/troubleshooting, networking issues, local and network printing, computer hardware, and a wide variety of mobile and peripheral devices used for administrative and instructional purposes. This position may also be responsible for other duties as assigned.

All full-time staff are eligible for our generous benefits package that includes choices for health, vision, and dental coverage, life insurance, short and long-term disability coverage, retirement planning, tax-deferred annuity, and cash match programs, flexible spending accounts, tuition benefits, significant paid-time off, 12 paid holidays, and more.

VCU is committed to hiring veterans. VCU will include a veteran's period(s) of military service in the calculation of their annual leave accrual rate. This may provide veterans with an increased leave accrual.

Minimum Qualifications

Strong communication skills, both oral and written, to be used in developing technical documentation/procedures/reports, public speaking and developing/delivering presentations, and explaining technical concepts to general users and high-level management in amiable, non-technical terms.

Demonstrated excellent customer service with the ability to work effectively with faculty, staff and students to provide technical support, consultation, and training in computer system operations and technology. Illustrated capability to promote, support and utilize teams and collaboration to accomplish projects and tasks. Prowess to think and act proactively, taking initiative on executive projects

Demonstrated experience in managing computer objects, group policy objects, security groups, and users in Microsoft Active Directory/Group Policy Manager.

Knowledge of current networking technologies used with desktop, laptop and mobile devices. Working knowledge of common and current computer operating systems and software applications programs, such as macOS, Windows OS, Microsoft Office suite, Google Workspace, Jamf Pro and SCCM/MECM. Demonstrated ability to install peripheral devices and external/internal computer hardware components. Capability to diagnose and resolve desktop and client/server application problems at all technical levels using enterprise troubleshooting tools. Experience in diagnosing and resolving computing and

hardware problems at all technical levels.

Applicants must have a clean driving record and be able to drive a State of Virginia/VCU owned vehicle; they will be a part of a regular rotating on-call schedule with a group of other desktop computer support technicians to support our customers after business hours.

A desire to foster equity and inclusion in one’s team and throughout the university. A commitment to VCU’s core competencies of accountability/integrity; achievement; collaboration; diversity; innovation; and service excellence. Demonstrated experience working in and fostering a diverse faculty, staff, and student environment or commitment to do so as a staff member at VCU.

Preferred Qualifications

B.S. degree in computer science, information systems or related discipline, or equivalent minimum 5 years of relevant work experience to include hardware and software installation and troubleshooting, consulting with users with varying levels of knowledge, etc.

Experience supporting VIP customers is preferred.

Emphasis in Windows OS and Dell hardware desktop computing experience with exposure to macOS and Apple hardware experience.

Apple, CompTIA, Dell, ITIL and Microsoft certifications are highly desirable.

Learn about VCU and Richmond!

The university and the region

VCU is a public research university unlike any other, dedicated to serving the needs of students and patients. Inclusion is our heartbeat and it drives us to tackle difficult challenges others can’t or won’t. We’re home to creativity, teaching, discovery and healing. Our location in the heart of downtown Richmond, Virginia, means the nonstop energy of our city ignites our innovation and provides unlimited opportunities for our students.

About Virginia Commonwealth University

We are the university for Virginia. We know that the unique backgrounds and life experiences of the VCU community are what drive the university forward. Together, we’re forging a future that is built by us. Here, artists and engineers, doctors and designers come together to reimagine the human experience and tackle the problems of tomorrow. It’s this mindset that makes us one of the top 20 most innovative public universities in the country, according to U.S. News & World Report.

VCU dates to 1838 with the formation of the Medical Department of Hampden-Sydney College, whose mission was to educate physicians in central Virginia and which was later renamed Medical College of Virginia. In 1968, Richmond Professional Institute merged with the Medical College of Virginia to become what is now known as Virginia Commonwealth University.

Located in downtown Richmond, the state capital of Virginia, VCU enrolls more than 28,000 students in more than 200 degree and certificate programs across its urban campuses: the downtown Monroe Park and MCV campuses in Richmond; the Rice Rivers Center in Charles City, Virginia; satellite locations in Fairfax, Virginia, and Abingdon, Virginia; and a campus in Doha, Qatar, for the School of the Arts.

Ignited by the energy of the city, we’re ready to lead industries — or disrupt them. We seek out the unexpected, the experimental, the never-been-tried. VCU is designated as a research university with very high research activity by the Carnegie Foundation, garnering more than $460 million in sponsored research from federal and other agencies in FY2023. The National Science Foundation ranked VCU among the top 50 public research universities in the country, and we are one of only 69 public universities nationwide to be designated by the Carnegie Foundation as “Community Engaged” with “Very High Research Activity.”

This research enterprise, and the influence of having one of the nation’s top-ranked public graduate arts schools, ensures students receive unique educational experiences that equip them with a creative mindset that sets them apart.

VCU’s contributions in talent, innovation and entrepreneurialism, regional stewardship and local culture shape the economic impact and overall quality of life in the region. VCU as a whole generates more than $9 billion in economic activity. It is the largest employer in Richmond with more than 25,000 employees at VCU and VCU Health, and it supports approximately 58,000 jobs in Virginia. In addition, Virginia classifies VCU with a Tier III status — the highest possible status for universities and colleges — allowing VCU more flexibility in managing its operations to implement best practices and streamline processes. To learn about VCU’s finances, visit about.finance.vcu.edu.

VCU’s unwavering commitment to diversity, inclusion, equity and student success is why INSIGHT into Diversity magazine has named us a Diversity Champion five times in a row as part of its annual Higher Education Excellence in Diversity Awards. And many students say that the best thing about VCU is its diversity.

VCU’s mission, under the leadership of President Michael Rao, Ph.D., is to serve as one national urban public research institution dedicated to the success and well-being of our students, patients, faculty, staff and community through:

Real-world learning that furthers civic engagement, inquiry, discovery and innovation.

Research that expands the boundaries of new knowledge and creative expression and promotes translational applications to improve the quality of human life.

Interdisciplinary collaborations and community partnerships that advance innovation, enhance cultural and economic vitality, and solve society’s most complex challenges.

Health sciences that preserve and restore health for all people, seek the cause and cure of diseases through groundbreaking research and educate those who serve humanity .

Deeply ingrained core values of diversity, inclusion and equity that provide a safe, trusting and supportive environment to explore, create, learn and serve.

Welcome to VCU. A world unlike any other.

About Richmond, Virginia

As the commonwealth’s capital, Richmond, Virginia, offers a vibrant mix of history, diverse culture and real-world opportunities. Distinct neighborhoods, cozy restaurants and cafes and quaint local markets give the city an intimate feel, but theaters, galleries, music festivals, sports attractions and a steady stream of annual events bring RVA — as locals call the region — to life. Established in 1780, its rich history can be seen in the architecture, the Capitol grounds and the cobblestone streets around the city. With the historic James River and 600 acres of parks bordering it, bike trails, wineries, breweries, a flourishing arts, entertainment and restaurant scene (Food and Wine called Richmond a “culinary powerhouse”) and affordable suburbs, this small city punches well above its weight in terms of attractions and buzz. In fact, Travel + Leisure named Richmond the best place to live in Virginia in 2023 and Southern Living named Richmond one of the 20 best cities to live in the South in 2024.

Richmond’s location in the middle of the state allows for day or weekend trips to the beach, the Blue Ridge Mountains or Virginia’s many wineries. It’s within a two-hour drive of Washington, D.C., and a multitude of excellent institutions of higher education. The Richmond metropolitan area is also home to several Fortune 500 companies, a broad base of financial companies, hospitals and media firms, high-tech manufacturing companies and state and local government agencies. Entrepreneurs and artists put down roots in Richmond, and Thrillist named it one of the best U.S. cities for creatives in 2022.

Beyond Richmond, CNBC has named Virginia as the No. 1 state in the country to do business five times since the study began in 2007. It has accomplished this by bringing in billions in capital investment and thousands of new jobs; investing in education; expanding access to quality health care for all; making sure everyone has access to opportunity; and more. Business Facilities magazine ranked Virginia the No. 2 top tech talent pipeline in the U.S. Suffice to say, Virginia is full of growth and opportunity, making it the perfect location for a university determined to erase barriers and provide students with robust learning experiences that will make them unstoppable.

Salary Range: $48,000 - $55,000

Position Details:

Department: Technology Support Services

Employment Type: UF - University Employee FT

FTE: 1

Exemption Status: Non-Exempt

ORP Eligible: No