Departmental Objective
Our core mission is to support the computing infrastructure that underpins the University’s information systems. We aim to assist customers throughout the campus community in leveraging these systems to their fullest potential. This includes providing technical assistance and guidance and developing and implementing new solutions to improve system efficiency and effectiveness. Our team works closely with stakeholders across the University to ensure that our services align with the community’s needs and contribute to the institution’s overall success.
Purpose of the Position
To provide technical support services that will help maintain and assist Christopher Newport University’s technology infrastructure, focusing on endpoint support. Excellent customer service will be provided to the CNU community. Moreover, documentation will be developed and maintained for endpoint tasks, software troubleshooting, and desktop troubleshooting procedures. This position will collaborate closely with endpoint administrators to ensure client management systems work effectively and efficiently, thus enabling the work of the University.
Knowledge, Skills, and Abilities Related to Position
Knowledge of standard desktop applications, such as Internet browsers and client management applications

Knowledge of software and hardware installation and troubleshooting

Familiarity with networking fundamentals

Excellent interpersonal and communication skills

Exceptional verbal and written customer service skills

Ability to model high levels of professionalism integrity and behavior

Ability to learn new processes, identify gaps in existing processes, and suggest areas for improvement to enhance service
Education, Experience, Licensure, Certification Required
Education:
High school diploma or equivalent.

Experience:
Experience providing front-line customer service, gathering information, and troubleshooting end-user technology issues.

Experience installing, troubleshooting, and maintaining Microsoft desktop-level operating systems and the Apple macOS operating system.

Experience working in a technology support help desk environment.
Additional Consideration(s)
Education:
Bachelor’s degree in computer science, information technology, a related technical field, or equivalent experience of five years of IT experience.

Apple Certifications, CompTIA A+, CompTIA Network+, Microsoft Certifications, or related certifications.


Experience:
Experienced in operating system-level network configuration, incident logging or ticketing systems, and utilizing management tools to assist with customer issues.

Experience working in a college or university environment.

Familiarity with Apple management software and protocols, including Apple MDM, Apple School Manager, Virtualization, macOS Recovery, and various configuration setups. Familiarity with a broad selection of mobile devices and operating systems such as iOS, iPadOS, and Android.
Salary Information Starting at $43,066, Commensurate with Education and Experience
Role Code 39111
Conditions of Employment
This is a classified position. New and returning classified employees are required to complete a 12-month probationary period;

This position includes Commonwealth of Virginia and CNU employee benefits;

Selected candidate must attend 2-day New Employee Orientation Program.