The primary duty of this position is to provide technical support for ODU faculty, staff, and students over the phone, voicemail, email, walk-ins (daytime) and web ticket queue for the ITS Help Desk. Work days can include weekends and may be on any day of the Monday-through-Sunday work schedule (as well as some holiday coverage).

Type of Recruitment

Knowledge, skills and abilities
Basic working knowledge of and ability to troubleshoot computer and mobile operating systems (Windows 7/8/8.1/10, MacOS 10.X, iOS, Android), hardware, software, peripherals, and appropriate system management and security tools in a network environment. Efficient time management to prioritize tasks and handle multiple projects and deadlines. Demonstrated ability to communicate professionally and effectively with customers, team members, and leadership. Moderate technical troubleshooting skills. Ability to explain technical concepts to customers of varying technical ability. Effective verbal and in written communications skills. Ability to quickly apply lessons learned in training and documentation to required tasks. Ability to search out answers independently using various resources in a minimally supervised environment. Ability to multitask and manage time to ensure that all duties are completed.

Special licenses, registration or certification
None

Education or training
None

Level and type of experience
Moderate level of customer service experience and technical troubleshooting skills.

Preferred knowledge, skills, abilities, education, experience, licensure, certification
Advanced degree in Computer Science, Engineering, Information Technology or related field, or training and experience equivalent to an advanced degree. Basic knowledge of data communications protocols. Some experience working in a front-line technology support center. Prior experience in supporting technology in higher education. Some experience in supporting users of Microsoft/Mac specific products. Some experience in troubleshooting desktops and /or laptops. Some experience providing support to mobile devices (including, Windows, Apple, Android). Any Microsoft/Apple certification or equivalent knowledge and/or experience such as MCSA , A+, Server+, Security+ are desired.

Conditions of Employment
Work hours will be between 7:30 am - 5:00 pm Monday through Friday (based on ITS Help Desk needs). Some weekends/evenings may be required. No on-call duty.
Hourly (wage) employees are restricted to working 29 hours per week on average or 1500 hours in total in the May1-April 30 period. This position does not have health insurance, retirement or leave.

Annual Salary/Hourly Rate
Salary commensurate with education and experience


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