Support Specialist - Hourly

About the position

The Support Specialist at Virginia Commonwealth University serves as the first point of contact for customers seeking technical assistance. This role involves providing solutions for incidents and service requests through various communication channels, including phone, email, and in-person interactions. The specialist is expected to utilize their technical knowledge and problem-solving skills to diagnose and resolve issues while maintaining excellent communication with customers.

Responsibilities

• Act as the first point of contact for customers seeking technical assistance.
• Provide technical support and troubleshooting for incidents and service requests.
• Utilize personal experience and technical knowledge to diagnose and resolve customer issues.
• Capture customer interactions accurately and escalate issues beyond Tier I control.
• Research solutions to technical issues using available resources.

Requirements

• 1-2 years of experience in IT support and/or customer service role.
• Working knowledge of multiple operating systems (Windows and Apple).
• Familiarity with commonly used software such as Microsoft Office and Slack.
• Understanding of computing and network technologies.
• Excellent communication skills, both verbal and written.
• Ability to independently research technical solutions.

Nice-to-haves

• Associate's degree in Information Systems, Computer Science, or a related field.
• Experience using a help desk ticketing system (e.g., Cherwell, ServiceNow).
• Pursuing or achieved relevant technology certifications (e.g., CompTIA A+, HDI, Microsoft, Apple, Cisco).