End User Support and Lab Operations Specialist

Job Description

The End User Support and Lab Operations Specialist reporting to the colleges Director of IT provides front-line technical support to faculty staff and students and hands-on technical support for the College of Architecture Arts and Designs (AAD) computer labs. This role combines end-user troubleshooting device setup software support and ticket resolution with the day-to-day technical work needed to keep instructional labs operational.

The specialist works in coordination with AADs lab operations lead who establishes lab priorities schedules standards and refresh plans. The specialist executes the hands-on technical work including computer deployment software installation troubleshooting documentation and maintenance. The position uses approved Microsoft Intune and Jamf workflows for lab computers but does not own either management platform or its architecture.

As the colleges lab footprint expands this position will support additional lab environments as they come under AAD IT management.

Required Qualifications

Experience providing technical support to end users in person by phone by email or through a ticketing system.
Experience with Windows macOS and Linux operating systems.
Experience installing configuring operating and troubleshooting computer hardware software and peripherals.
Ability to manage multiple issues and prioritize work based on urgency and user impact.
Strong interpersonal customer-support verbal-communication and technical-writing skills tailored to the intended audience.
Ability to work independently follow documented procedures and coordinate effectively with other technical staff.

Preferred Qualifications

Experience with ticketing systems such as ServiceNow.
Experience using Microsoft Intune and/or Jamf to deploy or support managed computers.
Experience working with Microsoft Active Directory Microsoft Entra ID or Group Policy environments.
Experience supporting instructional computer labs classrooms or shared computing environments.
Experience with specialized software used in architecture art and design disciplines.
Experience with technology inventory or fixed-assets processes.

Pay Band

4

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

Salary range is $52000 - $57000 per year

Hours per week

40 hours per week

Review Date

September 14 2026

Additional Information

Visa sponsorship not available for this position.

The position will be eligible for up to one day of remote work each week following a fully onsite onboarding period to support successful training and transition.

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its mottoUt Prosim(That I May Serve) Virginia Tech pushes the boundaries of knowledge by taking a hands-on transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world Virginia Tech is aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors university has a significant presence across Virginia including Blacksburg the greater Washington D.C. area the Health Sciences and Technology Campus in Roanoke sites in Newport News and Richmond and numerousExtension officesandresearch institutes.A leading global research institution Virginia Tech conducts more than $650 million in research annually.

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