User Support Technician

Virginia’s Community Colleges System Portal•Albemarle, VA

1d•Onsite

About The Position

Piedmont Virginia Community College (PVCC) is a public, open access institution of higher education in the Virginia Community College System. This position provides first level (Tier I) helpdesk support to college faculty, staff, and students. The User Support Technician is responsible for maintaining the College’s computers and associated peripheral equipment, including preventive maintenance and repairs to other electronic office and classroom equipment. This equipment includes network components, computers, servers, audio-visual, video conference equipment, telephones, and other classroom electronics.

Requirements

First level (Tier I) helpdesk support experience.
Experience maintaining computers and associated peripheral equipment.
Experience with preventive maintenance and repairs to electronic office and classroom equipment.
Experience with network components, computers, servers, audio-visual, video conference equipment, telephones, and other classroom electronics.
Ability to troubleshoot and resolve hardware, software, network, and account access issues.
Ability to escalate complex issues with clear documentation and communication.
Experience maintaining accurate records of support requests, resolutions, and asset tracking.
Experience installing, configuring, and maintaining computers, software, and peripheral devices.
Experience supporting audio-visual equipment in classrooms and meeting spaces.
Ability to support internal and external events.
Experience assisting with onboarding and offboarding processes.
Experience with lifecycle management of technology.
Ability to create and maintain user documentation, knowledge base articles, and training materials.
Ability to attend departmental and stakeholder meetings.
Ability to research and recommend new technology solutions and configurations.

Responsibilities

Serve as the first point of contact for technical support via phone, email, chat, ticketing system, and in-person.
Troubleshoot and resolve hardware, software, network, and account access issues remotely or onsite.
Escalate complex issues to appropriate support teams, ensuring clear documentation and communication.
Maintain accurate records of support requests, resolutions, and asset tracking in the ticketing system.
Install, configure, and maintain computers, software, and peripheral devices across administrative and instructional areas.
Provide support for audio-visual equipment in classrooms and meeting spaces, including setup, maintenance, and troubleshooting.
Support internal and external events across multiple campus locations, including occasional off-hours.
Assist with onboarding and offboarding processes by preparing and recovering technology assets.
Participate in lifecycle management of technology, including procurement, surplus, and disposition.
Create and maintain user documentation, knowledge base articles, and training materials.
Attend departmental and stakeholder meetings to support Technology Services initiatives and gather feedback.
Research and recommend new technology solutions and configurations for college use.