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 or call DARS at View phone number on click.appcast.io, or DBVI at View phone number on click.appcast.io.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 pm This 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 by VPCC and VCCS.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 the VPCC Hampton 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 by VPCC and VCCS. 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 or GED. 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 support Microsoft products and services to include Teams Voice Desktop and endpoint technologies Working knowledge of: Network and telecommunication skills Wireless end point configuration and troubleshooting Information technology governance principles and guidelines to support decision making Technology support best practices, development of training materials 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 the strengths and weaknesses of alternative solutions Work independently and collaboratively as part of a team Demonstrated ability to prioritize multiple tasks efficiently, to be flexible, 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 to others and oversee timely completion Communicate 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 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.Operation of a State Vehicle - YesSupervises Employees - NoRequired Travel - Minimal travel