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 Support Specialist responds to support incidents escalated to Technology-enhanced Learning and Online Strategies ( TLOS ), the group responsible for software systems related to teaching and learning. The Support Specialist helps callers identify and solve problems in Virginia Tech's learning-management system ( LMS ), video-management system ( VMS ), and other IT services. The Support Specialist typically uses ticket-management software to communicate with callers, but occasionally communicates via phone and in person. The Support Specialist also performs testing, quality assurance, technical documentation, and other tasks as requested.

Required Qualifications:
- Experience providing customer service to a diverse group of people.
- Able to assess and address customer needs and to evaluate customer satisfaction.
- Ability to perform all duties with professionalism, courtesy, and tact in a challenging environment.
- Strong work ethic; able to work diligently and communicatively as part of a team; willing to document knowledge and share with others.
- Demonstrated computer competency; background using a variety of web browsers, operating systems, and software.
- Detail-oriented, patient, and methodical; aptitude for methodically testing, troubleshooting, and solving technical problems.

Preferred Qualifications:
- Experience in a helpdesk environment.
- Experience handling confidential information.
- Experience in learning-management systems.
- Experience in video management.
- Experience in software testing and documentation.
- Bachelor's degree in a relevant technical discipline.



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