Technical Support Consultant

University of Richmond

1d • $24 - $32 • Onsite

About The Position

Provides service-call ticket support to faculty, staff, and students experiencing desktop computer issues. Provides field services as needed, covers the walk-up help desk or call center as needed, and participates in weekend on-call coverage and a rotation of primary duty with other Technical Support Consultants.

In a walk-up help desk setting, provides complex information systems and technology support to the university community, resolves complex technical problems, provides functional direction to student employees, supports mobile devices used by faculty, staff, and students, and supports multi-function devices (MFDs), large network printers, and desktop printers.

In a call center setting, provides technology support to the university community, resolves tier 2 and tier 3 technical problems, and provides functional direction to call center staff and student employees. Supports MFDs, large network printers, and desktop printers. Also supports institutionally approved artificial intelligence technologies, including generative AI platforms, AI-enabled features in enterprise applications, and AI-powered productivity tools, assisting users with access, basic troubleshooting, configuration, and appropriate use.

This is a full-time, nonexempt position. The schedule is 10:30 a.m.–7:30 p.m. Monday through Friday during the spring and fall semesters, and 9:30 a.m.–6:30 p.m. Monday through Thursday and 8:30 a.m.–5:00 p.m. Friday during summer break. The role includes weekend on-call responsibilities. The work takes place in an office environment and may require lifting and moving equipment weighing 30–40 pounds. The hourly salary range is $24.26–$32.14.

Requirements

• Ability to work directly and face to face with customers.
• Ability to analyze complex computer problems.
• Effective oral and written communication skills.
• Strong organizational skills.
• Ability to build a Pentium Class Computer from parts.
• A+ Hardware/Operating Systems Certification upon hire.
• Ability to install, repair, and diagnose printer, copier, and scanner hardware issues.
• High school diploma or GED required.
• Less than 2 years of phone center and customer service center related experience required.
• Less than 2 years of experience with JAMF JSS management tool; Droid, iOS, and Windows phone OS support; Google Docs, Box, and cloud-based services; Windows and Mac platforms and hardware repairs; and Windows and Mac operating systems required.
• One year of printer, copier, and scanner hardware repair experience.
• Demonstrated understanding of generative AI concepts and ability to use AI-assisted productivity tools effectively in daily work.

Nice To Haves

• Associate's degree, some college, and/or professional technology training preferred.
• Less than 2 years of Microsoft Software Suite experience preferred.
• Less than 2 years of technical support experience in a computer help desk preferred.
• Less than 2 years of scheduling, budget management, or supervisory experience preferred.

Responsibilities

• Respond to service-call tickets for faculty, staff, and students with desktop computer issues.
• Provide field services as required and cover walk-up help desk or call center operations as needed.
• Participate in weekend on-call coverage and rotate primary duty with other Technical Support Consultants.
• Provide complex information systems and technology support to the university community in the walk-up help desk setting.
• Resolve complex technical problems and provide functional direction to student employees and call center staff.
• Support mobile devices used by faculty, staff, and students.
• Support multi-function devices (MFDs), large network printers, and desktop printers.
• Support institutionally approved AI technologies and help users with access, basic troubleshooting, configuration, and appropriate use.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED