What are the responsibilities and job description for the IT Help Desk Tier II position at Virginia Norfolk State University?
The Office of Information Technology (01 T) manages the administrative and academic information technology resources for Norfolk State University. The Office of Information Technology (01 T) empowers University students, faculty, and staff by providing quality information technology leadership, resources, services, and support.
The Office of Information Technology at Norfolk State University has an opening for an IT Help Desk Tier Il position. This is a Help Desk role that will be responsible for handling Tier Il support requests from Faculty and Staff for any break/fix related scenarios in Windows and Apple platforms. This position will work directly with end-users, Tier l, and Tier Ill to resolve support requests and will occasionally forward tickets to other OIT departments after ticket triage is performed.
Duties and Responsibilities:
1. Investigate ticket and problem escalations from Client Services (Tier l)
2. Assist Tier I with problem resolution and basic training / documentation when necessary.
3. Create, implement, and troubleshoot customer break/fix scenarios.
4. Perform Desktop/Laptop Imaging services for new computer build outs.
5. Triage tickets in ticketing queue
6. Manage Master NSU computer image via Kace or equivalent image deployment tool.
7. Assist PC/Lab Technicians with Administrative tasks when they are in the field.
8. Answer phones, emails, and walk-in customers for IT Help Desk support. Required to create/update/close tickets during this time.
EEO STATEMENT
NSU is committed to providing equal employment opportunities for all persons and applicants, without regard to age, color, disability, gender, national origin, political affiliation, genetic information, race, religion, sexual orientation, sex (including pregnancy) or veteran status. NSU encourages and invites minorities, women, individuals with disabilities, and veterans to apply.
The Office of Information Technology at Norfolk State University has an opening for an IT Help Desk Tier Il position. This is a Help Desk role that will be responsible for handling Tier Il support requests from Faculty and Staff for any break/fix related scenarios in Windows and Apple platforms. This position will work directly with end-users, Tier l, and Tier Ill to resolve support requests and will occasionally forward tickets to other OIT departments after ticket triage is performed.
Duties and Responsibilities:
1. Investigate ticket and problem escalations from Client Services (Tier l)
2. Assist Tier I with problem resolution and basic training / documentation when necessary.
3. Create, implement, and troubleshoot customer break/fix scenarios.
4. Perform Desktop/Laptop Imaging services for new computer build outs.
5. Triage tickets in ticketing queue
6. Manage Master NSU computer image via Kace or equivalent image deployment tool.
7. Assist PC/Lab Technicians with Administrative tasks when they are in the field.
8. Answer phones, emails, and walk-in customers for IT Help Desk support. Required to create/update/close tickets during this time.
EEO STATEMENT
NSU is committed to providing equal employment opportunities for all persons and applicants, without regard to age, color, disability, gender, national origin, political affiliation, genetic information, race, religion, sexual orientation, sex (including pregnancy) or veteran status. NSU encourages and invites minorities, women, individuals with disabilities, and veterans to apply.
Minimum Qualifications
1. Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.
2. Ability to think critically, perform independent research, and collaborate on IT solutions.
3. Ability to modify and adapt equipment and technology to serve user requirements.
4. Experience performing software upgrades to existing systems.
5. Experience providing technical assistance to end-users and subordinate personnel to facilitate utilization / maintenance of new and existing systems.
6. Experience in an IT Help Desk environment.
7. Experience troubleshooting desktops / laptops / user profiles and passwords with Active Directory.
8. Experience with basic troubleshooting of Apple products (iPads, iMacs, MacBooks, etc.)
9. Experience working with sensitive and / or confidential information.
10. High school diploma or GED or equivalent combination of training and education that provides the requisite knowledge, skills, and abilities.
2. Ability to think critically, perform independent research, and collaborate on IT solutions.
3. Ability to modify and adapt equipment and technology to serve user requirements.
4. Experience performing software upgrades to existing systems.
5. Experience providing technical assistance to end-users and subordinate personnel to facilitate utilization / maintenance of new and existing systems.
6. Experience in an IT Help Desk environment.
7. Experience troubleshooting desktops / laptops / user profiles and passwords with Active Directory.
8. Experience with basic troubleshooting of Apple products (iPads, iMacs, MacBooks, etc.)
9. Experience working with sensitive and / or confidential information.
10. High school diploma or GED or equivalent combination of training and education that provides the requisite knowledge, skills, and abilities.
Preferred Qualifications
1. Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
2. Microsoft Certification equivalent to MCSA or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
3. Apple certification or disciple related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
4. CompTlA Security or equivalent certification
5. Demonstrated knowledge of Microsoft 365 services and technologies.
6. Experience with git as a version control system for scripts.
7. 6 to 8 years of experience in the field
8. Customer Service experience in an Academic environment.
2. Microsoft Certification equivalent to MCSA or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
3. Apple certification or disciple related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
4. CompTlA Security or equivalent certification
5. Demonstrated knowledge of Microsoft 365 services and technologies.
6. Experience with git as a version control system for scripts.
7. 6 to 8 years of experience in the field
8. Customer Service experience in an Academic environment.
Special Requirements
Special Instructions to Applicants
Application and/or résumé for this position must be submitted electronically by 11:59 p.m. on the closing date through the Commonwealth of Virginia’s Job Board/Recruitment Management System (RMS). Mailed, emailed, faxed, or hand delivered applications and/or résumés will not be accepted. Applicants who possess an Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Form (Blue Form) as issued under the Department of Human Resources Management (DHRM) Policy 1.30 Layoff (Commonwealth of Virginia Employees Only), must attach these forms when submitting their state application and/or résumé. The decision to interview an applicant is based solely on the information received for this position from either the electronic application and/or résumé. RMS provides a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your RMS account to check the status of your application for this position.
Norfolk State University conducts background checks on all candidates identified as a finalist for employment consideration. The type of background check(s) performed are dependent upon the type of position for which you have been identified as a finalist and may include: criminal history, including sexual offender registry checks, reference checks, degree validation, DMV (driving) records, license verification, and credit report reviews. The results of background checks are made available to University employing officials. As a finalist, you will be required to sign an Authorization to Release form. Norfolk State University utilizes Form I-9 and E-verify in the verification of eligibility for employment. Applicants must be authorized to work in the U.S. without employer sponsorship.
Norfolk State University conducts background checks on all candidates identified as a finalist for employment consideration. The type of background check(s) performed are dependent upon the type of position for which you have been identified as a finalist and may include: criminal history, including sexual offender registry checks, reference checks, degree validation, DMV (driving) records, license verification, and credit report reviews. The results of background checks are made available to University employing officials. As a finalist, you will be required to sign an Authorization to Release form. Norfolk State University utilizes Form I-9 and E-verify in the verification of eligibility for employment. Applicants must be authorized to work in the U.S. without employer sponsorship.
Help Desk Support Specialist
Endurance IT Services -
Norfolk, VA
Help Desk Support Specialist II
ATG -
Norfolk, VA
Help Desk Specialist
Dunavant Sea Lane Express LLC -
Portsmouth, VA