What are the responsibilities and job description for the Help Desk Specialist position at Virginia Union University?
Virginia Union University (VUU) is a distinguished private institution founded in 1865 that proudly upholds a legacy of academic excellence and community engagement. With a historic 86-acre campus, it offers a dynamic and nurturing environment for its 1,568 undergraduate and graduate students. Virginia Union University is recognized in the 2024 edition of U.S. News & World Report, holding a prestigious position as #39 among Historically Black Colleges and Universities.
Five fundamental principles (core values) guide Virginia Union University. Each principle is essential to our ability to provide a Best-In-Class educational experience for students, faculty, and staff. These principles help our community understand the right path to fulfilling our institution's mission. The principles are Innovation, Spiritual Formation, Integrity, Diversity & Inclusion, and Excellence.
Virginia Union University seeks a proactive and customer-focused Help Desk Specialist to provide technical support and troubleshooting assistance to faculty, staff, and students. The Help Desk Specialist will serve as the first point of contact for IT-related issues, ensuring prompt and efficient resolution while maintaining a high level of customer service.
Key Responsibilities
- Provide technical support for hardware, software, network, and account-related issues via phone, email, or in person.
- Diagnose and resolve common IT problems, escalating complex issues to appropriate IT personnel.
- Maintain detailed records of service requests, troubleshooting steps, and resolutions in the ticketing system.
- Assist with the installation, configuration, and maintenance of computers, printers, and other IT equipment.
- Support faculty, staff, and students with account access, password resets, and system navigation.
- Conduct basic training sessions on university-supported software and IT security best practices.
- Collaborate with IT teams to improve user experience and develop support documentation.
- Monitor IT systems for potential security risks and report concerns to the IT security team.
- Assist with IT-related projects, including system upgrades and new technology implementations.
- Ensure adherence to university IT policies and compliance requirements.
Education
- Associate’s degree in Information Technology, Computer Science, or a related field required. Bachelor’s degree preferred.
- Minimum of two (2) years of experience in an IT support or help desk role. Experience in a higher education setting is a plus.
- Proficiency with Windows, macOS, Microsoft Office 365, and common IT applications.
- Familiarity with network troubleshooting, Active Directory, and ticketing systems.
- Must be able to lift 15 pounds.
Application Process
Candidates are required to submit their resume, four professional references and a cover letter. The application review will begin immediately and continue until the position is filled. A background investigation and reference check will be required prior to employment. For any questions or concerns, please contact Askhr@vuu.edu.
Equal Opportunity Employer
Virginia Union University is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, disability, gender identity, protected veteran status, or other protected class.
For more information about Virginia Union University, visit VUU About Page.
