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Position Summary:
Virginia Tech's University Libraries seek a talented IT Support Engineer to work within the Information Technology Services ( ITS ) Desktop & Commons Unit and collaborate with our team of engineers and technicians in setting up and maintaining computer, network, and AV equipment, and support for all technological aspects of the physical spaces within the Libraries. Based in Newman Library at the Virginia Tech main campus, this position serves the entire University Libraries system, which includes branch libraries in Blacksburg, the National Capital Region, and the Health Science and Technology Innovation District in Roanoke. The successful candidate must have a high degree of technical aptitude over a large scope of IT disciplines and excel in a fast-paced, dynamic team environment.
Responsibilities:
- Primary responsibilities include Windows and macOS desktop/laptop computer imaging, installation, troubleshooting, repair, and maintenance
- Identifying and resolving hardware and software issues on laptop, desktop, and AV equipment
- Collaboration with faculty and other stakeholders in designing, building, managing, and planning for future development of technology-enhanced studios, classrooms, conference rooms, auditoriums, instructional labs, and learning environments
- Maintaining professional growth by keeping abreast of emerging technologies; analyzing new technologies and making recommendations for improvements
- Help plan and set the course for upcoming projects
As part of Library ITS , the IT Support Engineer will work closely with the Library ITS Service Desk, Applications, Systems, and Infrastructure, and Web teams.
The IT Support Engineer may serve on other Library committees as appropriate.

Required Qualifications:
- Advanced degree in computer science, computer engineering, information science, or a related field, or a Bachelor's degree with comparable professional experience
- Demonstrated expertise in Windows and macOS desktop/laptop computer imaging, installation, troubleshooting, repair, and maintenance
- Ability to identify and resolve hardware and software issues on laptop, desktop, and AV equipment
- Proficiency and experience with networking standards, standard routing concepts, and other core internet technologies and services including VPN and firewalls
- Proven ability to operate in high pressure environments while successfully handling multiple competing priorities
- Strong analytical, interpersonal, and problem-solving skills
- Proven record of customer service excellence
- Ability to work independently and with initiative to identify and solve problems

Preferred Qualifications:
- Experience with patch management systems or MDM / UEM platforms, such as IBM BigFix, VMware Airwatch, or Microsoft SCCM
- Specific knowledge and experience with imaging products like FOG or Deploy Studio
- Experience with modern classroom, lecture capture, and streaming technology solutions
- Familiarity with ITIL concepts and best practices
- Advanced business analysis, project management, and/or planning skills or certification
- Experience mentoring junior engineers and support technicians



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