Helpdesk Support Engineer – Tier ll

Helpdesk Support Engineer – Tier II

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:

The Helpdesk Support Engineer – Tier II will serve as the escalation’s representative for support requests. Serves as the initial point
of contact for troubleshooting all IT related problems and will provide direct on-site and remote support in a helpdesk environment. 

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:  A bachelor’s degree from an accredited institution in a related field
is required. Or two (3) years of practical experience as indicated above may be substituted for a degree.

Experience:  Two (3) years
of full-time equivalent experience in a support technician capacity of an information technology department.  

Job
Responsibilities

• Provide support to employees and students for technical and configuration issues related to Microsoft
  365 applications.
• Unbox, set up, configure, and deploy PCs, printers, peripherals, and networking equipment. 
• Works with
  third-party technical support agents to resolve problems.
• 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.
• Diagnosing and troubleshooting technical issues, including account and device
  setup.
• Ability to manage and deploy Windows/MacOS 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.