Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT-serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:
Provide technical support and write/edit documentation for TLOS technologies. Technologies include Canvas, Zoom, Kaltura, Respondus Lockdown Browser, iClicker, and more. Responsibilities include: Respond to support incidents escalated from 4Help to the TLOS team; help callers identify and solve problems in Canvas, Zoom, Kaltura, and other software packages; Use support management software to communicate with callers; Occasionally communicate via phone and in person; Create and edit end-user and internal documentation as part of a team of subject-matter experts, writers, and an editor; Perform testing, quality assurance, and other tasks as requested.

Required Qualifications:
- Experience in customer service.
- Experience in technical writing (a writing sample is required)
- Knowledge of formatting, for example, Styles in MS Word, HTML , or similar.
- Demonstrated ability to work collaboratively with faculty members, staff, and students.
- Background using a variety of web browsers, operating systems, and software.

Preferred Qualifications:
- Experience in software/systems support, preferably in a helpdesk environment.
- Experience with support workflows and ticket escalation.
- Experience and/or coursework in writing user manuals.
- Experience with publication workflows.
- Bachelor's degree related to technical communication and/or information technology.



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