User Support Technician

https://jobs.vccs.edu/postings/95969 Albemarle County, Virginia, United States ACAD SUPP-INFRA TECH (Piedmont Virginia) Piedmont Virginia Community College Title: User Support Technician Agency: Piedmont Virginia Community College Location: Albemarle - 003 FLSA: Nonexempt Hiring Range: $21.25 per hour Full Time or Part Time: Part Time Additional Detail Job Description: Piedmont Virginia Community College (PVCC) is a nonresidential two-year institution of higher education that serves Central Virginia - principally residents of the City of Charlottesville and the counties of Albemarle, Buckingham, Fluvanna, Greene, Louisa and Nelson. Our scenic campus is located in Albemarle County, Virginia. We are one of 23 community colleges in Virginia that comprise the Virginia Community College System (VCCS). Position Description – User Support Technician Piedmont Virginia Community College (PVCC) is a public, open access institution of higher education in the Virginia Community College System whose main campus is located in Charlottesville, Virginia. This is home to the Charlottesville Historic Downtown Mall, The Jefferson School African American Heritage Center, and the John Paul Jones Arena (JPJ). As a comprehensive community college, the College provides quality, accessible, and affordable educational opportunities for the residents of the City of Charlottesville and the counties of Albemarle, Buckingham, Fluvanna, Greene, Louisa, and Nelson. For more information, please visit: pvcc.edu PVCC is known throughout the community and the Virginia Community College System for its exceptional faculty and staff, the quality of its programs and services, and the success of its students. PVCC seeks to attract, welcome, and retain individuals who reflect the communities we serve. Position Title: User Support Technician Department: Technology Services Employment type: Part – Time wage, non-benefitted, 29 hours per week or less Position Purpose: Provides first level (Tier I) helpdesk support to college faculty, staff and students who contact the Technology Services helpdesk. Responsible for maintaining the College's computers and associated peripheral equipment including preventive maintenance and repairs to other electronic office and classroom equipment. This equipment includes network components, computers, servers, audio-visual, video conference equipment, telephones, and other classroom electronics. Duties and Responsibilities: Serve as the first point of contact for technical support via phone, email, chat, ticketing system, and in-person. Troubleshoot and resolve hardware, software, network, and account access issues remotely or onsite. Escalate complex issues to appropriate support teams, ensuring clear documentation and communication. Maintain accurate records of support requests, resolutions, and asset tracking in the ticketing system. Install, configure, and maintain computers, software, and peripheral devices across administrative and instructional areas. Provide support for audio-visual equipment in classrooms and meeting spaces, including setup, maintenance, and troubleshooting. Support internal and external events across multiple campus locations, including occasional off-hours. Assist with onboarding and offboarding processes by preparing and recovering technology assets. Participate in lifecycle management of technology, including procurement, surplus, and disposition. Create and maintain user documentation, knowledge base articles, and training materials. Attend departmental and stakeholder meetings to support Technology Services initiatives and gather feedback. Research and recommend new technology solutions and configurations for college use. Minimum Qualifications: Ability to provide high quality customer service Ability to learn and implement new technology solutions Use and configuration of computing devices (Laptops, tablets, cell phones, etc) Basic knowledge of Various OS’s including Windows 10/11, MacOS, and/or iOS Basic networking knowledge including LAN, WAN, and wireless configuration, primarily for endpoint support Strong written and verbal communication skills Ability to work both independently, as well as part of a larger team Ability to lift 50 lbs. Ability to scale ladders