Endpoint Technology Support Technician

Endpoint Technology Support TechnicianIn 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:Working Title - Endpoint Technology Support TechnicianRole Title - Info Technology Specialist IIRole Code - 39112-SWFLSA - ExemptPay Band - 05Position Number - 29300117Agency - Virginia Peninsula Community CollegeDivision - Virginia Peninsula Community College (Div)Work Location - Multiple LocationsHiring Range - $59,000 - $64,000Emergency/Essential Personnel - NoEEO Category - 3-TechniciansFull Time or Part Time - Full TimeDoes this position have telework options? -Telework options are subject to change based on business needs- - YesDoes this position have a bilingual or multilingual skill requirement or preference?Work Schedule - M-F; 8 am to 5 pmThis 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 byVPCCandVCCS.Sensitive Position - NoJob Description - 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.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 theVPCCHampton 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 byVPCCandVCCS.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.KSA's/Required Qualifications - Required:Valid driver's license, High School diploma orGED.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 supportMicrosoft products and services to include Teams VoiceDesktop and endpoint technologiesWorking knowledge of:Network and telecommunication skillsWireless end point configuration and troubleshootingInformation technology governance principles and guidelines to support decision makingTechnology support best practices, development of training materialsSkills:Detailed oriented.Demonstrated experience providing excellent customer supportStrong interpersonal skillsAbility to:Analyze and repair microcomputers, laptops, and peripherals equipmentTrain faculty and staff customers in hardware and software use and end user trainingUse logic and reasoning to identify the strengths and weaknesses of alternative solutionsWork independently and collaboratively as part of a teamDemonstrated ability to prioritize multiple tasks efficiently, to be flexible, work cooperatively with others to resolve problems and complete complex projects to meet established deadlinesCommunicate effectively orally and in writing with technical and non-technical personnel and provide quality customer servicesAssess training needs related to the application of technologyPerform effectively in a fast-paced environment with constantly changing prioritiesDelegate tasks to others and oversee timely completionCommunicate 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 ofVCCSand Virginia's security standards, policies, and proceduresExperience working in fast-paced, team-oriented environments, specifically in higher education across multiple locations and campusesPrevious Tier I experience.Operation of a State Vehicle - YesSupervises Employees - NoRequired Travel - Minimal travel