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Support Desk Analyst - ITS 00239 (filling multiple positions)

Christopher Newport University
Newport News, VA

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
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Working Title:

Support Desk Analyst - ITS 00239 (filling multiple positions)

Role Title:

Information Technology Specialist I

Position Number:



Non Exempt

Pay Band:


Appointment Type:

Full Time

Type of Posting:

General Public

Is Sensitive Position?:


Designated Personnel:


Responsible Employee:

This position is designated as a “responsible employee” who has the authority to redress sexual violence, who has the duty to report incidents of sexual violence or other student misconduct, or who a student could reasonably believe has this authority or duty.

If Designated Personnel, please paste statement:

This position is a “designated position” meaning this position could potentially be required to work (depending on the event) during an emergency closing.

Statement of Economic Interest:


Is this a restricted position subject to availability of funding?:


Departmental Objective:

To inspire and foster partnerships that focus on innovative solutions for ubiquitous access and use of information services to support educational and cultural opportunities that benefit the CNU community.

Purpose of the Position:

This position will deliver superior customer service and tier 1 help desk support for faculty, staff, students, and visitors of Christopher Newport University by ensuring all requests for IT help and/or information are logged, routed, and resolved appropriately.

Knowledge, Skills, Abilities (KSA's) and/or Competencies required and preferred:


Exceptional customer service skills, including telephone and written communication skills

Ability to instruct and/or troubleshoot over the phone and via remote support systems

Superior interpersonal and communication skills, including superior written skills, including the ability to document technical information and/or processes for general consumption by non-technical readers/users

Ability to learn and document IT processes, identify gaps in existing processes and documentation, identify areas for improvement, and make suggestions to improve services

Knowledge of software and hardware installation, troubleshooting, and problem solving

Broad knowledge of standard desktop applications, Internet browsers, and browser plugins

Familiarity with networking fundamentals, including WiFi, WiFi troubleshooting skills, VPNs, and remote desktop connectivity

Familiarity with mobile devices and mobile device operating systems such as iOS, iPadOS, and Android

Ability to work Monday through Friday, 7:30 AM to 4:30 PM

Proven ability to model professional integrity and behavior


Broad knowledge of Microsoft Office

Education, Experience, Licensure, Certification Required :

Education Required: Bachelor’s degree in computer science, information technology, related technical field, or high school diploma or equivalent with experience that equates to a bachelor’s degree.

Experience Required: Experience providing front line customer service, gathering information, and troubleshooting end-user issues. Experience with installing, troubleshooting, and maintaining Microsoft desktop-level operating systems.
Experience with installing, troubleshooting, and maintaining the Apple macOS operating system. Experience with operating system-level network configuration. Experience with incident logging or ticketing systems.

Education, Experience, Licensure, Certification Preferred :

Education Preferred: Apple Certifications, CompTIA A+, CompTIA Network+, Microsoft Certified Professional or related certifications.

Experience Preferred: Experience using Linux. Experience working in a college or university environment.

Role Code:


Salary Range:

$37,000 - $41,254

Conditions of Employment:

This is a classified position. New and returning classified employees are required to complete a 12-month probationary period;

The selected candidate must have the ability to work Monday through Friday, 7:30 AM to 4:30 PM;

This position includes Commonwealth of Virginia and CNU employee benefits;

Selected candidate must attend 2-day New Employee Orientation Program.

Posting Number:


Posting Date:


Closing Date:


Open Until Filled:


Special Instructions to Applicants:

Christopher Newport University (CNU) will make a reasonable effort to accommodate persons with disabilities in the application and/or interview process. Persons with disabilities who require accommodation should contact the CNU Human Resources Office by calling (757) 594-7145.
CNU will only accept online applications through the website. Online applications must be received by midnight on the closing date indicated in a job announcement. Faxed, emailed, hand-delivered or mailed applications and attachments will NOT be accepted. Applicants are welcome to complete an online application by using computers located in the Office of Human Resources. Address: CNU North – 301 Hiden Boulevard, Suite 101, Newport News, VA 23606. Public computers are also available in nearby libraries and at the Virginia Employment Commission. Address: 600 Butler Farm Road, Hampton, VA 23666 (M-F 9am-4:30pm).
Applicants who possess an Interagency Placement Screening Form (Yellow Form) or Preferential Hiring Form (Blue Card) as issued under Policy 1.30 Layoff (Commonwealth of Virginia Employees Only), must attach these forms with their application, in order to receive credit.
Applicant finalists are required to complete a CNU sponsored background check. After accepting employment, individuals are required to complete a USCIS Form I-9 (employment eligibility verification) and present documentation from the USCIS List of Acceptable Documents that establishes both their identity and employment authorization to work in the United States. The provided documents will be verified through the Department of Homeland Security E-Verify website.
CNU, an Equal Opportunity Employer (EOE), is fully committed to access and opportunity.

Quick Link for Direct Access to Posting:

Advertising Text:

Selected by The Princeton Review for The 386 Best Colleges: 2021 Edition, and highly ranked for its quality of life and innovative leadership, Christopher Newport University is a public school offering a private school experience — great teaching, small classes, and a safe, vibrant campus. A “student-first, teaching-first” community, Christopher Newport is dedicated to the ideals of scholarship, leadership and service.

The University is located between Williamsburg and the Virginia beaches in Newport News, and enrolls 5,100 students. Academic programs encompass more than 90 areas of study, from biology to business administration and political science to the performing arts. The University has a new and technologically advanced campus, has generated over 7,300 applications for a freshmen class of 1,155 and has been ranked by U.S. News & World Report’s America’s Best Colleges guide as fourth among public regional universities in the South and seventh among all regional universities in the South. In addition, Christopher Newport is ranked third among all public schools for having "the highest proportion of classes with fewer than 20 students.”

Christopher Newport is committed to ensuring that all people are welcomed, honored and fully engaged in the life of our academic community. We seek exceptional and diverse candidates and encourage applications from individuals who are underrepresented in their profession. For further details and information about Christopher Newport, visit

EEO Statement:

Christopher Newport University, an EO Employer, is fully Committed to Access and Opportunity. Notice of Non-Discrimination & Title IX Policy Statement:

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