ITaaS Customer Support Specialist

Posting Details

Posting Summary

Working Title

ITaaS Customer Support Specialist

Role Title

Info Technology Specialist II

Role Code

39112-SW

FLSA

Exempt

Pay Band

05

Position Number

261R0093

Agency

VCCS-System Office

Division

System Office (Div)

Work Location

Botetourt - 023

Hiring Range

$67,000 - $75,000 annual

Emergency / Essential Personnel

No

EEO Category

B-Professional

Full Time or Part Time

Full Time

Does this position have telework options? -Telework options are subject to change based on business needs-

No

Does this position have a bilingual or multilingual skill requirement or preference?

No

Work Schedule

40 hours per week in Daleville. Supports System Office remotely.

Sensitive Position

No

Job Description

Virginia's community colleges have a 50-year track record of educational excellence and innovation to serve the needs of our citizens and strengthen the Commonwealth's economy. When Virginia's General Assembly established the Virginia Community College System in 1966, the need for a comprehensive system was well known. Over the two decades after the end of World War II, leaders in government, business, professional sectors, and academia had called for a new approach to providing educational opportunity. A key concern was Virginia's ability to develop a skilled and knowledgeable workforce to expand the state's economy. Today our community colleges give every Virginian the opportunity to gain a quality education. With 23 colleges on 40 campuses located throughout the state, Virginia's Community Colleges are committed to serving Virginia families, helping them acquire the knowledge and skills to seize the opportunities of today and tomorrow.

The ITaaS Customer Support Specialist will provide onsite level one IT support to VCCS Shared Service Center Customer Support Services (CSS) and remote support to the VCCS System Office. The service is required to fulfill location support as assigned by the CIO / CTO. The Support Specialist will assist with the day-to-day operations of the Shared Service Center and the System Office technology infrastructure providing direct assistance to customers and ITS staff in the event of operational problems or questions relating to the use of desktop computer systems, any supported software applications / packages, and related IT services. The position is responsible for troubleshooting, problem-solving, and maintaining desktop / laptop systems, and serves as the primary level one contact for all IT requests and related Shared Services and System Office help desk services. the position will provide remote support to offsite and mobile users and is responsible for client support at multiple institutions, including the Shared Services Center, System Office and a remote workforce. The employee is expected to be capable of working on a hybrid-remote basis, planning time appropriately, and going to work locations, primarily the Shared Services Center and the System Office as needed, but wherever needed throughout the VCCS to ensure the successful operation of client systems and related software throughout Virginia. As dictated by present circumstances, the employee will attend all required meetings as necessary, either in person or from remote locations. The employee will be generally available during normal work hours but will be fully prepared to routinely work as needed outside of those hours to maintain the 24X7 service required by the VCCS.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's / Required Qualifications

A combination of relevant education and experience that provide the required level of knowledge, skills and ability to successfully perform the functions of the job requirements.

• One or more years experience as an IT helpdesk technician, LAN administrator / technician, system administrator, or a relevant IT position.
• Project management experience for small projects.
• Must have proven ability to define and develop solutions based on business requirements.

Comprehensive knowledge :

Working knowledge :

Ability :

Additional Considerations

Preference given to Microsoft Certified Desktop Support Technician

Operation of a State Vehicle

No

Supervises Employees

No

Required Travel

Travel as required.

Posting Detail Information

Posting Number

CLS_4158P

Recruitment Type

General Public - G

Number of Vacancies

Position End Date (if temporary)

Job Open Date

11 / 19 / 2025

Job Close Date

12 / 03 / 2025

Open Until Filled

No

Agency Website

Contact Name

Patsy Rose

Email

prose@vccs.edu

Phone Number

8048194938

Special Instructions to Applicants

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link : or call DARS at 800-552-5019, or DBVI at 800-622-2155

Additional Information

This position is defined as a restricted classified position and is dependent upon the continuation of funding. The individual hired will be required to serve a one-year probationary period. The VCCS offers competitive compensation along with excellent benefits and opportunity for career development.

Background Check Statement Disclaimer

The selected candidate's offer is contingent upon the successful completion of a criminal background investigation, which may include : fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth's Statement of Economic Interest. For more information, please follow this link :

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.

ADA Statement

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.

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