VCU PD Desktop Computer Support Technician

Virginia Commonwealth University

Richmond, VA

ID: 7065449
Posted: March 20, 2020
Application Deadline: Open Until Filled

Job Description

Organizational Overview
At VCU, we Make it Real through learning, research, creativity, service and discovery — the hallmarks of the VCU experience. A premier, urban, public research university nationally recognized as one of the best employers for diversity, VCU is a great place to work. It’s a place of opportunity, where your success is supported and your career can thrive. VCU offers employees a generous leave package, career paths for advancement, competitive pay, and an opportunity to do mission-driven work.

Position Primary Purpose and General Responsibilities
To provide and oversee primary technical support to selected University department(s) for desktop, laptop and smart device hardware, software, and macOS and Windows networked environments as assigned.

To provide on-site and remote support for application software, operating systems, networking software computing hardware, and a wide variety of computing peripheral devices used for administrative and instructional purposes.

To provide support for PC hardware, Operating System and Application installation, configuration and deployment.

Minimum Hiring Standards
Degree in computer science, information systems or related discipline, or equivalent work experience required.

Several years minimum experience to include hardware and software installation and troubleshooting, consulting with users with varying levels of knowledge, etc.

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, Terminal 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 computer operating systems and software applications programs, such as macOS, 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.

Applicant 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.

Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU.

Preferred Hiring Standards
Familiarity with or the ability to learn the following specific VCU PD desktop related job functions:

Maintain thorough documentation regarding VCU PD desktop and application specific issues in Google Drive and/or VCU PD network shares, including maintaining an accurate Vehicle Inventory.
Obtain and maintain your VA Criminal Information Network (VCIN) Certification, which allows you to be in an area with criminal information, for example, Dispatch
Mobile Data Terminal (MDT) Support – Create and maintain MDT images. Research and put together purchasing plans for new vehicles that need to be outfitted with a MDT and docking station including the appropriate mounting equipment through technical information research and vendor communication/quotes. Also, support applications specific to the vehicles including License Plate Recognition (LPR), Arbitrator Front-End client, Mobile Public Safety (MPS), Mobile Field Reporting (MFR), NetMotion, etc. Will need to coordinate with RPD’s Radio Shop and/or Radio Communications of Virginia (RCV) for quotes and needed repairs, such as wiring issues, camera and Cradlepoint hardware failures.
Dispatch Support – Create and maintain Computer Aided Dispatch (CAD) PC image and Dispatch Internet PC image. Install/support Adder KM switches in dispatch area. Support and troubleshoot dispatch area desktop PCs and applications, including Intergraph CAD, CSGold, CBORD, DUO Desktop, OpenFox for VCIN Terminals, etc. as well as several networks (i.e. VCU Network, RPD fiber Network connections, MIP local network, and VSP VPN VCIN network).
Create and maintain Group Policy Objects (GPOs) for VCU PD specific systems (i.e. NICE, RMS, Moblan, etc.).
Troubleshoot VCU PD iPads (one on each campus) that are used to provide access to the VCU PD Daily Crime log.
Update and maintain police.vcu.edu website so that it adheres to ADA web compliance.
Maintain and support Emergency Operations Center (EOC) and designated EOC area, which includes 5 computers (one specifically for the University’s camera systems) and seven 80” displays all interconnected by a Crestron system.
Maintain and support the Dell managed cart, which is used to manage the 15+ laptop inventory for the academy.
Support campus camera machines across the Monroe Park and MCV Campuses.
Coordinate the addition/removal of employee card access, domain access, shared drive access, etc. based on the Entrance or Exit sheet presented by Administration.
Provide room support for any meetings requested by VCU PD employees including maintenance of PCs and podiums in the Academy Training, Command Conference and Chief’s Conference rooms. This includes the University’s standard video conferencing software, which is Zoom.
As part of the VSP VCIN network, support and maintain the LiveScan (fingerprinting) station and printer.
As part of the interview rooms, support and maintain the Cisco/Sycom VALT software and machine.
Provide support and install the Axon Taser software for officers and staff. Also, provide Tier 1 troubleshooting for Body Worn Cameras (BWCs).
Support and maintain all VCU PD machines in Read Off (RO) and satellite locations to include the ER Booth, Round House, VMI and VCU HS Security. This also includes a Touch Display in RO.
Provide best-effort (aka Tier 1) support for the Meggitt Gunrange systems at VCU PD Headquarters.
On an annual basis, provide a computer inventory list to VCU PD’s Director of Business Operations & Administration highlighting machines that should be replaced.
Help troubleshoot and support the Mobile Command Center (MCC) when it is stood up for VCU activities across both campuses.

Required Licenses/ Certifications
CompTIA A+ Certification required within year of hire, ITIL Foundations Certification preferred, Microsoft and Apple certifications highly desirable.



 

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