The primary duty of this position is to provide technical support for ODU faculty, staff, and students over the phone, voicemail, email, and web ticket queue for the ITS Help Desk.

Type of Recruitment

Knowledge, skills and abilities
Working knowledge of Microsoft/Mac products. Considerable technical troubleshooting skills. Effective verbal and written communication skills. Demonstrated ability to explain technical concepts to customers of varying technical ability. Demonstrated ability to quickly apply lessons learned in training and documentation to required tasks. Demonstrated ability to search out answers independently using various resources in a minimally supervised environment. Demonstrated 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
Considerable customer services experience. Some experience in troubleshooting desktops and/or laptops.

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. Some experience in supporting technology in higher education. Some experience in supporting users of Microsoft/Mac specific products. 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 shifts will be overnight between the hours of 9:00 PM and 7:00 AM. Work days will include weekends and may be on any day of the week Monday through Sunday work schedule.
Hourly (wage) employees are restricted to working 29 hours per week on average or 1500 hours in total in the May 1 - April 30 period. This position does not have health insurance, retirement, or leave.

Annual Salary/Hourly Rate
Salary non-negotiable $ - 16.15


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