IT Help Desk Technician

Posting Details

Position Information

Role Title
Info Technology Specialist II

Role Code
39112

Pay Band
05

Posting Details

Working Title
IT Help Desk Technician

Position Number
00999A

Department
CLIENT SERVICES

Location
Norfolk, VA

Type of Position
Classified

Type of Job
Full Time

EEO Category
C Technicians

Job Description

This position provides customer service and support to all ODU faculty, staff, and students who receive the technology services provided by ITS. The customer's ability to use those services and their total technology experience are directly impacted by the quality of customer service provided. This position will develop and maintain online technical support and documentation using various web-based technologies.

Type of Recruitment

Knowledge, skills and abilities

Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.

Demonstrated knowledge of Microsoft operating systems.

Demonstrated knowledge of Apple operating systems.

Demonstrated knowledge of personal computer (Windows and OS X) hardware and software troubleshooting and resolution.

Demonstrated knowledge troubleshooting Internet-based applications.

Working knowledge of technologies applicable to business processes in a customer service environment.

Demonstrated ability to effectively manage time.

Excellent written and verbal communication skills.

Excellent research skills.

Special licenses, registration or certification

Any Microsoft or Apple certification or equivalent knowledge and/or experience.

Education or training

None

Level and type of experience

Considerable experience troubleshooting and supporting multiple software applications.

Some experience troubleshooting and understanding mobile platforms and/or related mobile technology.

Some experience troubleshooting Internet-based applications.

Some experience sourcing, developing and/or managing content for documentation and publishing.

Previous experience in a fast-paced, front-line technology support center.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

Some experience providing facilitated technical training.

Significant experience developing technical documentation.

Significant experience following standard incident management techniques.

Some knowledge of data communications protocols.

Basic knowledge of Linux systems.

Basic knowledge of system practices in a client/server environment.

Significant experience working in a fast-paced, front-line technology support center.

Some experience carrying out technical troubleshooting and supporting remote users.

Prior experience supporting technology in higher education.

Special licenses, registration or certification: Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), A+ certification.

Bachelor's degree in a computer related field or equivalent combination of knowledge and/or experience.

Conditions of Employment

This is an on-campus position, requiring a tradition 40- hour work week.

Annual Salary/Hourly Rate
Salary non-negotiable $ - 59,754

Posting Detail Information

Job Requisition Number
S03393

Job Open To
ODU Employees Only

Open Date
07/21/2026

Close Date
07/24/2026

Open Until Filled
No

Special Instructions Summary

Please submit a complete application including a resume and cover letter by the close date to ensure your application will be considered.

Criminal Background Check
The final candidate is required to complete a criminal history check.

College Home Page

Department Home Page

Equity Statement

It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.

Reasonable Accommodation Request

If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at .

Alternative Hiring Process

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.

To request an AHP Letter, use this link: ;/strong> or call DARS at , or DBVI at .

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or consistent with contractor's legal duty to furnish information.