ICA Desktop Computer Support Technician

The IT Analyst, CL2 role provides career tracks for senior-level positions providing technical and consultative support services to the user community to enhance and facilitate academic, education, and departmental objectives by ensuring optimal system use and performance. Positions can be located in a central technology department and function as the sole or lead IT position or may reside in administrative or academic department or school. Responsibilities can include: may serve as a project leader; applications programming; assist users with applications and software packages and features; install, configure, and modify applications, networks, databases, hardware/software, and systems; provide technical advice; prepare RFPs; develop user training guides and conduct training; integrate technical tools and applications for faculty instruction and student projects; maintain network and database security; create multimedia programs; serve as producer for multimedia projects. Can be a working supervisor.

Minimum Qualifications

Demonstrated ability to work effectively with faculty, staff,administrators and students to provide technical support,consultation, and training in computer system operations and technology. Supervisory experience with technical staff. Demonstrated ability to promote and support and utilize teams and collaboration to accomplish project and tasks. Demonstrated ability to communicate effectively in writing, particularly with regard to the development of manuals, procedures and reports. Demonstrated experience in managing users and computer objects in Microsoft Active Directory. Working knowledge and experience with writing and editing Command, WSH or PowerShell scripting. Demonstrated ability to communicate effectively in public speaking, developing and delivering presentations. Demonstrated ability and experience in Customer Service Best practices. Demonstrated ability to communicate technical concepts orally with general users and high-level management in amiable non-technical terms. Knowledge of current networking technologies used with Desktop, portable and Smart devices. Demonstrate ability to think and act proactively, taking initiative on executive projects. Working knowledge of common and current PC operating systems and software applications programs, such as OS X, Windows, Microsoft Office suite. Demonstrated ability to install peripheral devices and internal adapters. Ability to diagnose and resolve desktop and client/server application problems at all technical levels using Enterprise troubleshooting tools. Demonstrated ability to diagnose and resolve computing and hardware problems at all technical levels. Institute for Contemporary Art (ICA) Specific Requirements: High level of macOS support and knowledge for a department of mostly Macs, with some knowledge of Jamf Pro Enterprise macOS and iOS management. High level of A/V support and ability to provide initial A/V support. Occasional after-hours support (the ICA will have different art exhibits and showings, some during business hours and some after-hours). High level of customer service and be a patient, thoughtful team player. Understanding of how challenging contemporary art can be in both form and content, and be open-minded and respect the diversity of opinions and works in ICA exhibitions and programs. Employee is required to be a part of a rotating on-call schedule with other VCU Desktop Services staff for after-hours support of VCU faculty/staff.

Preferred Qualifications

Special Requirements