Information Technology Support Specialist

Title: Information Technology Support Specialist

State Role Title: 

Hiring Range: $19.00–$20.00 per hour

Pay Band: 3

Agency: West Piedmont Higher Ed Center

Location: Martinsville, VA

Agency Website: https://wphed.org/

Recruitment Type: General Public - G

Job Duties

West Piedmont Higher Education Center’s mission is to be a premier center of learning that provides access to academic degrees, credentials and professional learning experiences in high-quality learning environments to prepare students for regional and statewide career opportunities and participation in collaborative, positive community change, promoting regional economic prosperity and community transformation.

Purpose of Position:

The primary goal of this entry-level position is to provide professional, timely, and high-quality technical support to all users, including staff, customers, partners, and students, while ensuring a positive customer experience.

Key Responsibilities:

- Respond to Help Desk and Level 1 technical support requests from users.
- Troubleshoot hardware and peripherals, including laptops, desktops, monitors, printers, phones, keyboards, mice, and docking stations.
- Install, configure, and maintain software and perform routine security updates.
- Analyze and resolve operating system issues in Windows and macOS environments.
- Resolve basic network and Wi-Fi connectivity issues.
- Set up and configure agency-owned laptops, desktops, and mobile devices.
- Set up and maintain user profiles, email accounts, passwords, and access.
- Assist with documenting IT processes and procedures.
- Document technical incidents, troubleshooting steps, and resolutions.
- Escalate complex technical issues to senior IT team members or the IT Director in a timely manner.
- Perform other duties as assigned by the supervisor or IT Director.

Work Hours:
Part-time wage position, limited to a maximum of 29 hours per week.
Monday–Friday: 12:00 p.m.–5:00 p.m.
Saturday: Emergency coverage as needed.

Minimum Qualifications

• Technical proficiency with Windows and macOS operating systems.
• Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Teams, OneDrive, and SharePoint.
• Experience troubleshooting hardware, software, and peripheral issues.
• Experience installing, configuring, and maintaining software.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Familiarity with directory services, such as Active Directory.
• Knowledge of IP security and desktop security best practices.
• Ability to analyze, research, and resolve technical problems effectively.
• Strong problem-solving and critical-thinking skills.
• Ability to provide professional, positive customer service.
• Effective verbal and written communication skills, including the ability to explain technical concepts clearly to nontechnical users.
• Ability to work independently and collaboratively as part of a team.
  

Additional Considerations

• One to two years of hands-on technical support or Help Desk experience is preferred.
• Experience supporting Linux operating systems.
• Relevant technical certifications, such as CompTIA A+ or IT service management (ITSM) certifications.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: Diana Pace

Phone: 276-403-5627

Email: dpace@wphed.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.