Posting Details Working Title Help Desk Technician Position Number 01440A Department ITS ACC-NETWORK INFORM SVS Location Norfolk, VA Type of Position Classified Type of Job Full Time EEO Category C Technicians Job Description The Help Desk Technician serves as a front-line support representative responsible for assisting students, faculty, and staff with IT-related issues. This role requires a strong focus on customer service, technical troubleshooting, and clear communication. The ideal candidate is resourceful, patient, and eager to help users resolve technical problems in a timely and professional manner. Type of Recruitment Knowledge, skills and abilities • Strong understanding of effective customer service practices, with the ability to identify user needs and clearly communicate support solutions • Proficient in Microsoft Windows and Apple macOS operating systems • Skilled in troubleshooting hardware and software issues across Windows and macOS platforms • Working knowledge of mobile device support for iOS and Android operating systems • Familiarity with technologies used in IT service environments, including ticketing systems and endpoint management tools • Ability to manage time effectively and handle multiple priorities in a fast-paced setting • Excellent verbal and written communication skills, with an emphasis on clarity, professionalism, and empathy • Strong analytical and research skills for diagnosing and resolving technical problems • Proficient knowledge on leading a project effectively. Special licenses, registration or certification Any Microsoft or Apple certification or equivalent knowledge and/or experience. Education or training N/A Level and type of experience • Considerable experience troubleshooting and supporting multiple software applications. • Working experience resolving issues related to web-based and cloud applications • Some experience troubleshooting and understanding mobile platforms and/or related mobile technology. • Some experience troubleshooting Internet-based applications. • Some experience supporting and troubleshooting university-level applications and systems. • 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. • 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 on 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. Conditions of Employment This position works a typical 40 hour work week, Monday through Friday, with some evenings and weekends; rotating on call. Annual Salary/Hourly Rate Salary non-negotiable $ - 57,733 Posting Detail Information Job Requisition Number S03062 Job Open To General Public Open Date 09/29/2025 Close Date 10/03/2025 Open Until Filled No Special Instructions Summary Please complete the application and include a resume. 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 (757)683-3141. 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: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155. 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. Supplemental Questions Required fields are indicated with an asterisk (*). Applicant Documents Required Documents + Resume Optional Documents + Yellow Layoff Form + Blue Layoff Card + AHP Letter