IT Support Technician

Virginia Tech • Arlington, VA

26d • Onsite

About The Position

The Virginia Tech National Security Institute is seeking applicants for an IT Support Technician responsible for diagnosing and resolving hardware, software, and network issues across the institute’s systems and devices. The position provides technical support in person, over the phone, and through helpdesk tickets. This position will be responsible for the installation, configuration, and maintenance of MS-support operating systems, office applications, and local networks while managing user access by setting up accounts and enforcing data security policies. Additional responsibilities include maintaining technical documentation and knowledge bases, tracking hardware inventory, collaborating with stakeholders, and escalating complex problems when necessary. The successful candidate will be detail-oriented, possess strong problem-solving and interpersonal skills, and be able to execute tasks with limited direction.

Requirements

• Strong problem-solving skills, and the ability to execute tasks with limited direction.
• Demonstrated technical ability to troubleshoot complex hardware and software issues with desktops, laptops and servers.
• Experience using Windows OS and applications such as Microsoft Office, Adobe Acrobat.
• Experience with OS deployment and configuration tools such as Microsoft MDT and Ansible.
• Experience with Active Directory for user account provisioning and permissions.
• Knowledge of fundamental networking concepts (TCP/IP, vlan, etc.).
• Ability to multi-task and work in a dynamic team environment.
• Fluency with digital collaboration tools such as M365 email, MS teams, zoom and electronic calendars.
• Effective communication skills.
• Demonstrated customer service skills.
• Ability to lift and move up to 50lbs, climb ladders, stoop, bend, walk, and squat for long periods.
• Must be a U.S. Citizen.

Nice To Haves

• Degree or certifications in a relevant area such as computer science, information technology, or significant relevant IT experience.
• Experience working on an IT help desk using an IT Service Management ticketing system.
• Experience with automated deployment tools for OS and software updates.
• Experience installing and troubleshooting issues with Mac OS

Responsibilities

• Diagnosing and resolving hardware, software, and network issues across the institute’s systems and devices.
• Providing technical support in person, over the phone, and through helpdesk tickets.
• Installation, configuration, and maintenance of MS-support operating systems, office applications, and local networks.
• Managing user access by setting up accounts and enforcing data security policies.
• Maintaining technical documentation and knowledge bases.
• Tracking hardware inventory.
• Collaborating with stakeholders.
• Escalating complex problems when necessary.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed