Helpdesk Support Engineer – Tier l

Helpdesk Support Engineer – Tier I

About the University

Virginia Union University was established
in 1865 and located in the heart of Virginia’s capital city, Richmond. VUU offers a broad range of educational opportunities in liberal
arts, science, technology, teaching, continuing education, research, civic engagement, and study abroad. VUU is nourished by its African
American and Christian Heritage and energized by a commitment to excellence and diversity. 

Position summary:

Under the direction of the Director for Client Services, the Helpdesk Support Engineer – Tier I will be the first point of contact for
users requesting IT assistance. The candidate is responsible for proving support via the phone, email, walk-ins, or at a customer
workstation. The helpdesk support technician triages incoming requests and monitors existing tickets for completion.

The candidate
must possess excellent interpersonal skills for communicating as their primary job will be customer facing while interacting with students,
faculty, and staff via telephone, email, chat, or in person. The candidate also must be able to perform in a team environment.

Qualifications

Education:  An associate degree from an accredited institution in a related field is required. Or
two (2) years of practical experience as indicated above may be substituted for a degree.

Experience:  Two (2) years of full-time
equivalent experience in a support technician capacity of an information technology department.  

Job
Responsibilities

• Responds quickly to helpdesk tickets, and direct tickets to other technicians for
  resolution.
• Document interactions with users in the helpdesk ticketing system.
• Maintain IT asset tagging and IT inventory
  database.
• Perform onboarding and offboarding functions for users, such as credentials, system access, assets, permissions, and
  updating directory listings.
• Troubleshoot hardware and software problems and escalate when necessary.
• Diagnosing and
  troubleshooting technical issues, including account and device setup.
• Ability to manage/deploy Windows operating
  systems.
• The ability to be on call as needed and to work nights and weekends when necessary (Registrations/Check-In
  Events).
• Must occasionally lift and/or move up to 25 pounds.
• Perform other duties as assigned by supervisor or Campus
  leadership.

Desirable Qualifications:

• Experience with helpdesk ticketing application (Freshdesk,
  ServiceDesk+, or Zendesk).
• Experience working with following environments: Windows 10/11 & Windows Server 2012+ operating systems,
  Active Directory, Exchange / Office 365, and Azure. 
• Previous IT experience in Higher Education is desired.
• Professional
  certifications (e.g., A+, Network+)

VUU is nourished by its African American and Christian heritage and energized by a
commitment to excellence and diversity. Its mission is to: 1) Provide a nurturing, intellectually challenging and spiritually enriching
environment for learning; 2) Empower students to develop strong moral values for success; and 3) Develop scholars, leaders, and lifelong
learners of a global society. 

Established in 1865, Virginia Union University gave newly emancipated slaves an opportunity for
education, for establishing a community, and for gaining economic, political and social advancement. The University is the result of a
merger among four historic institutions: Richmond Theological Seminary, Wayland Seminary, Hartshorn Memorial, and Storer College. Richmond
Theological Seminary held its first classes at Lumpkin’s Jail, a former holding cell for runaway slaves. The Wayland Seminary was founded in
1865 by the American Baptist Home Mission Society in Washington, DC. Two years later Storer College was founded in West Virginia, and
Hartshorn Memorial College opened its doors in 1883 as the first college for African American women in the country. After operating
independently for three decades, these notable seminaries joined forces to form Virginia Union University in 1899. Hartshorn Memorial and
Storer Colleges would eventually join this Union in 1932 and 1964, respectively.

Located in the heart of Virginia’s capital city,
Virginia Union University, a Baptist affiliated private institution, is best known for its world-renowned graduate school of theology. It
also offers a broad range of educational opportunities in the liberal arts, teaching, research, science, technology, continuing education,
civic engagement, and study abroad. VUU’s commitment to student success has included an emphasis on student engagement and retention, and
close interaction between faculty and students, both of which produce a synergy among scholarship, teaching, and learning.

At
Virginia Union University®, we consistently search for and create growth opportunities that forge groundbreaking research, state of the art
technology, or top-of-the-line curriculum. We welcome and encourage new ideas and processes that positively impact experiences. We require
the following core values. 

Spiritual Formation, as a faith-based University, we welcome the regular practice of
prayer, worship, silence, and mediation that matures one’s relationships, values, and life purpose that lead to ongoing spiritual growth and
transformation.

Integrity, we value our commitment to fairness, honesty, and truth reflected in each person’s words
and deeds while holding ourselves accountable for our personal and words and actions.

Diversity & Inclusion, as one
of the nation’s oldest HBCUs, we value diversity in thought, perspective, and embodiment, trusting that we are stronger when various voices,
traditions, and experiences are present. 

Excellence, we provide the highest quality of experiences and interactions
while remaining flexible, responsive, and open-minded in developing and delivering programs, services, and facilities committed to exceeding
the standards of what it means to be Best-In-Class.

Salary:   Commensurate with experience

Applications Deadline:

Review of candidate materials will begin immediately and continue until the position is
filled.  If you have any questions, please contact Askhr@vuu.edu

The selected applicant may be
required to submit to a background investigation. VUU 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.