IT Analyst

Virginia Commonwealth University•Richmond, VA

4d•$43,100•Hybrid

About The Position

The Office of the Provost’s Academic Operations division is seeking an IT Analyst to provide exceptional, white-glove technical and customer support to critical university divisions. The role supports day-to-day operations and provides technical assistance across Windows and Apple desktop, laptop, and mobile devices, printers, and conference rooms. The IT Analyst works with team members, customers, vendors, and central VCU Technology Services to meet unit business needs while minimizing disruption and downtime. The position provides end-user support, troubleshooting, break/fix services, audio/video conferencing support, and management of departmental computing resources, maintenance, and asset inventory. It also contributes to internal service documentation and processes, investigates technology solutions and automation, and uses university tools to manage systems. The IT Analyst provides basic training on university tools and technologies, identifies customer needs, and recommends process improvements. The Office of the Provost is committed to the growth and professional development of the Academic Operations team and will provide opportunities to foster a culture of learning and career development. The position is hybrid, with a 40-hour workweek. Salary starts at $43,100, commensurate with experience. Eligible full-time university staff may access VCU benefits, including health benefits, paid annual and holiday leave, tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, and career development and advancement opportunities.

Requirements

High school diploma or equivalent and at least 2 years of experience in hardware and software systems support.
Ability to troubleshoot complex problems and provide strong customer service.
Strong written and verbal interpersonal communication skills, including the ability to explain complex technical information to varied audiences; professionalism and collegiality in interactions.
Ability to develop and maintain relationships and collaborations with faculty, staff, students, and the VCU community.
Time-management skills, organization, and punctuality.
Ability to function effectively as an integral team member.
Experience with basic network connectivity and troubleshooting.
Ability to lift and transport moderately heavy computer equipment and other technology.
Google Workspace experience and ability to provide training on its use and best practices.
Proficiency in supporting, configuring, and managing Windows and macOS computers.
Knowledge of Microsoft Intune and Entra products, Active Directory, Group Policy, MECM, and Jamf.
Must currently have or be able to obtain Dell TechDirect certification within 9 months of hire; resources and exams will be provided.
Ability to work in and foster an environment of respect, professionalism, and civility with faculty, staff, and students from diverse backgrounds and experiences, or commitment to do so as a VCU staff member.

Nice To Haves

Bachelor’s degree in relevant computer systems, information systems, or a related discipline and/or at least 5 years of experience including hardware and software installation and troubleshooting.
Multi-year experience providing technical support to customers or departments with varying needs.
Knowledge of scripting, Smartsheet, and Google Apps Workspace tools.
Knowledge of Citrix and other virtualization technologies.
A+ certification.
Experience in higher education administrative units.

Responsibilities

Provide comprehensive end-user support by troubleshooting and resolving service requests, delivering break/fix support, supporting audio/video conferencing systems, and managing departmental computing resources, maintenance, and asset inventory.
Collaborate with the AOIT team to deliver efficient and effective service.
Respond to inquiries and troubleshoot issues through phone, email, or in-person support, ensuring timely resolution.
Collaborate with teams across VCU to maintain computer workstations and mobile devices on both campuses.
Contribute to the development, documentation, and maintenance of sustainable, adaptable, and robust internal service and support processes.
Research, test, and implement automation and other technology solutions to improve departmental operations and streamline business processes.
Use the university’s central tools to support successful management of systems under the AOIT umbrella.
Provide basic training on university tools and technologies used by customers.
Recognize, anticipate, or investigate customer needs and recommend process improvements.
Perform other duties as assigned.