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:
The position is a member of the team-oriented FASTR /User Engagement group within IT Experience & Engagement (ITE ). The Faculty and Staff Technology Resources unit ( FASTR ), is responsible for a portfolio of services including: Tier 3 support service for distributed IT groups in the VT community; 24 7 VIP services; Desktop Support teams; a large computer procurement and distribution program; and ensuring surplus of electronic equipment is disposed of securely.
Duties include:
- Provides accurate solutions to reported problems employing advanced
knowledge of desktop computing operating systems and applications,
network connectivity and Division of IT provided software applications and services.
-Uses appropriate diagnostic tools to solve or escalate reported symptoms.
-Escalates problems to application/service area when appropriate (i.e.,
problems requiring diagnostic skills, tools, or expertise not available at secondary level).
- Support end users via phone, via e-mail, through interactive online methods, and in person for access to computing resources, central computing services and desktop computing.
-Analyze user needs to make hardware, software and configuration recommendations to systems administrators and the end-user community.
- Sanitize computers for surplusing.
- Imaging and deployment of new computer hardware.
- Provide desktop support in assigned areas as directed by Associate Director and/or Team Lead.
- Apply patches/upgrades to OS and applications software.
- Install and repair system hardware. Install and manage application software such as Oracle client, Microsoft Office Suite.
- Configure, manage and troubleshoot network services.
- Troubleshoot diagnose and repair system
problems.
- Document system configurations and changes.
- Document computer location and user assignment.
- Window system administration.
- Applications administration eg: Bomgar, Symantec Endpoint Protection

Required Qualifications:
- Experience troubleshooting desktop operating systems (Windows and Macintosh OSX ) and hardware, applications, peripherals, and telecommunications failures (telephone, LAN , WAN , and TCP /IP) in a logical and systematic manner.
- Experience with Windows system administration, Active Directory.
- Considerable knowledge of security principals and tools.
- Working knowledge of networking principals and tools.
- Experience interfacing with end users via a variety of platforms, including over the telephone, via email, or in person.
- Good interpersonal, customer support, communication, and technical writing skills.
- Self-starter with proven ability to manage multiple simultaneous tasks and projects.
- Previous experience working independently and without supervision or with assigned teams to accomplish organizational goals and objectives is essential.
- Experience documenting knowledge and sharing knowledge with others.
- Bachelor's Degree or equivalent experience and training.

Preferred Qualifications:
- B.S. degree in BIT , Computer Science, or related field.
- Experience with UNIX /Linux.
- Experience with an enterprise level patch management system.
- Experience with an enterprise level Mobile device management solution.
- Experience with scripting for Mac OS and Windows.



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