The Virginia Institute of Marine Science invites qualified applicants to apply for the IT Client Support Specialist position, located at in Gloucester Point, VA.

The IT Client Support Specialist utilizes technical knowledge to provide the most efficient and effective support to the Virginia Institute of Marine Science (VIMS) clients that will enable the VIMS community to perform the missions of VIMS.

The IT Client Support Specialist resolves complex information technology issues, evaluates client requirements and recommends effective technological solutions. This includes providing hardware and software solutions, installation of IT systems, serving client requests and troubleshooting problems.

Reporting to the Assistant Director for IT Client Services and Support, the IT Client Support Specialist delivers exceptional client service and presents a positive image to the VIMS community.

Specific responsibilities include (but not limited to):

• Install new desktop/laptop/computer systems, including hardware components and software packages, and supported operating systems. Troubleshoot to diagnose hardware and software issues and provide resolution.

• Partner with other team members in standardizing configurations and improving overall computer support. Provide expertise to the client community concerning customization and optimization of their systems. Provide procurement quotes for hardware and software that meet ITNS standards.

• Configure and use LANDesk management suite to streamline deployments, facilitate desktop security, and provide remote management.   

• Proficient use of the ITNS Service Portal to track support incidents and requests, document changes, and update clients of the status. Prioritize incidents and requests based on severity of the issue to ensure timely response. Check unassigned incidents and requests daily and assign accordingly.

• Maintain software license compliance documentation for software. Assist in managing software licenses and software deployment (e.g., Adobe, ArcGIS, Microsoft).

• Diagnose wired and wireless network and telecommunication issues and provide resolution. Assist in maintaining the network schematic for the interconnection of equipment within the various buildings. Install data and/or voice cable for new connections and relocation of computers. Identify network concerns and present solutions to network issues to enhance network performance.

• Under the direction of the Assistant Director for IT Client Services and Support, the position may serve as backup for telecommunications and instructional technology services.

Required Qualifications:

EDUCATION/LICENSE:

• Bachelor’s degree and or the equivalent combination of education, training and or experience.

• Valid driver’s license.

COMPETENCIES:

• High level of demonstrated technical skills with the ability to install, troubleshoot and use a variety of operating systems (e.g., Microsoft and MAC) and software packages to include; Office Productivity Software, Email & Calendar clients, and anti-virus software.

• Strong analytical and problem solving skills, with the ability to identify, troubleshoot and repair software, hardware, network, and operating system issues. Ability to design, install and maintain voice and data networks (consisting of copper, twisted pair, and fiber optic cables) and associated network and telecommunication components.

• Strong consultative skills with the ability to evaluate client requirements and recommend effective technological solutions. Demonstrated ability to translate technical information to non-technical audiences and write technical and procedural documentation.

• Effective interpersonal and communication skills, with a strong customer service orientation and the ability to work collaboratively with internal and external customers.

• Strong team member with the ability to work both independently and in a team environment to solve complex computer related issues.

• Strong organizational and prioritization skills to include the ability to handle multiple priorities with competing deadlines.

EXPERIENCE:

• Demonstrated hands on experience installing, troubleshooting, and maintaining Windows and Macintosh hardware and software in a networked environment.

• Demonstrated experience providing secondary level support and the ability to resolve complex issues solely or within a team diagnostic approach.

• Experience in a customer-driven IT environment.

Preferred Qualifications:

EDUCATION:

Bachelor’s degree in Information Sciences is desirable.

COMPETENCIES:

• Demonstrated skills in managing software licenses, and the demonstrated ability in the deployment of software.

• Demonstrated proficiency in Unix systems and a variety of software packages (e.g., Adobe, ArcGIS, and Web-based applications).

EXPERIENCE:

• Experience in design, installation and maintenance of voice and data networks consisting of copper, twisted pair, and fiber optic cables. Experience with wired and wireless networks is desirable.

• Experience supporting a cross-platform environment, including client-specific hardware and software customizations.

EEO Statement:
William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The University is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.