IT Help Desk Technician

Posting Details Position Information Role Title Info Technology Specialist II Role Code 39112 Pay Band 05 Working Title IT Help Desk Technician Position Number 00999A Department CLIENT SERVICES Location Norfolk, VA Type of Position Classified Type of Job Full Time EEO Category C Technicians Job Description This position provides customer service and support to all ODU faculty, staff, and students who receive the technology services provided by ITS . The customer’s ability to use those services and their total technology experience are directly impacted by the quality of customer service provided. This position will develop and maintain online technical support and documentation using various web-based technologies. Knowledge, skills and abilities Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution. Demonstrated knowledge of Microsoft operating systems. Demonstrated knowledge of Apple operating systems. Demonstrated knowledge of personal computer (Windows and OS X) hardware and software troubleshooting and resolution. Demonstrated knowledge troubleshooting Internet-based applications. Working knowledge of technologies applicable to business processes in a customer service environment. Demonstrated ability to effectively manage time. Excellent written and verbal communication skills. Excellent research skills. Special licenses, registration or certification Any Microsoft or Apple certification or equivalent knowledge and/or experience. Education or training None Level and type of experience Considerable experience troubleshooting and supporting multiple software applications. Some experience troubleshooting and understanding mobile platforms and/or related mobile technology. Some experience troubleshooting Internet-based applications. Some experience sourcing, developing and/or managing content for documentation and publishing. Previous experience in a fast-paced, front-line technology support center. Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification) Some experience providing facilitated technical training. Significant experience developing technical documentation. Significant experience following standard incident management techniques. Some knowledge of data communications protocols. Basic knowledge of Linux systems. Basic knowledge of system practices in a client/server environment. Significant experience working in a fast-paced, front-line technology support center. Some experience carrying out technical troubleshooting and supporting remote users. Prior experience supporting technology in higher education. Special licenses, registration or certification: Microsoft Certified Professional ( MCP ), Microsoft Certified Systems Engineer ( MCSE ), A+ certification. Bachelor’s degree in a computer related field or equivalent combination of knowledge and/or experience. Conditions of Employment This is an on-campus position, requiring a tradition 40- hour work week. Annual Salary/Hourly Rate Salary non-negotiable $ - 59,754 Job Requisition Number S03393 Job Open To ODU Employees Only Open Date 07/21/2026 Close Date 07/24/2026 Open Until Filled No Criminal Background Check The final candidate is required to complete a criminal history check. Equity Statement It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply. Reasonable Accommodation Request If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at View phone number on click.appcast.io. Alternative Hiring Process In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS ), or the Department for the Blind & Vision Impaired ( DBVI ). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: or call DARS at View phone number on click.appcast.io, or DBVI at View phone number on click.appcast.io. Pay Transparency Nondiscrimination Provision The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with contractor’s legal duty to furnish information. #J-18808-Ljbffr