IT Customer Support Specialist

Job Description

The Cyber Range is seeking a highly motivated and energetic individual to provide excellent customer service experience by working as a customer support representative.
The successful candidate will be responsible for quickly resolving incoming questions and service requests, as well as investigating, troubleshooting, resolving and/or escalating support issues for our growing customer base.

The successful candidate must have the ability to communicate and interact within distributed teams, demonstrate a strong work ethic and organizational skills, work independently with minimal supervision, and adapt quickly to changing environments.

Required Qualifications

- Outstanding verbal and written communication
- Demonstrate an ability to work in a team environment
- Ability to work efficiently without close supervision
- Must have a strong desire to help others
- Experience using ServiceNow or similar Customer Service Management software
- Experience in using Markdown and Git to create, manage, and publish documentation
- Experience working with a command-line interface, preferably Linux
- Understand basic networking and security knowledge such as IP addresses, domains, firewall, subnets, etc
- Demonstrate a willingness to work for the Cyber Range and develop a long-term working relationship with us

Preferred Qualifications

- Passionate about providing exceptional customer service
- Ability to work comfortably in a fast-paced environment
- Previous experience in a technical customer support role, preferably for cloud-based, multi-tenancy software
- Experience in technical writing such as user guides and knowledge base
- Interest in learning new technical concepts

Pay Band

4

Appointment Type

Restricted

Salary Information

Commensurate with experience up to $58,000

Review Date

3/4/2025

Additional Information

The successful candidate will be required to have a criminal conviction check.

Sponsorship is not available for this position. 

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance.  These valuable contributions to university shared governance provide important representation and perspective, along with opportunities for unique and impactful professional development.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex