Essential Job Statements

Performs all Level I duties. 

Handles more complex technical issues and provides guidance to Level I staff. 

Assists with device deployments, incident response, and advanced troubleshooting. 

Supports Service Desk ticket triage and escalation, ensuring urgent issues are prioritized. 

Participates in cross-training and mentoring of new staff. 

Identifies and escalates major incidents, initiating broader support when needed. 

Coordinates with on-call personnel and follows escalation protocols during off-hours. 

Drives between VCU Health locations as needed to provide onsite support. 

Maintains current knowledge of hardware, software, and network technology. 

Performs other duties as assigned. 

Patient Population

Not applicable to this position.

Employment Qualifications

Education Required: 

High school diploma 

Combination of education and experience may be considered in lieu of a degree.

Education Preferred: 

Associate’s degree in Computer Information Systems, Business, Engineering, or related field 

Licensure Required: 

Licensure Preferred: 

Certification Required: 

None 

Certification Preferred: 

CompTIA A+, CompTIA Network+ certification 

Minimum Qualifications 

Years and Type of Required Experience: 

Two years of general computer installation, maintenance, and repair experience, or equivalent combination of education and experience 

Other Knowledge, Skills and Abilities Required: 

Valid driver’s license and acceptable driving record 

Strong recall, reasoning, problem solving, customer service, and ability to adapt to frequent change 

Other Knowledge, Skills and Abilities Preferred: 

Working Conditions

Periods of high stress and fluctuating workloads may occur. 

General office environment. 

May be exposed to physical altercations and verbal abuse. 
May be exposed to adverse weather conditions; cold, hot, dust, wind, etc. 

Required to car travel to off-site locations, occasionally in adverse weather conditions. 
May be exposed to high noise levels and bright lights. 

May be exposed to limited hazardous substances or body fluids. * 

May be exposed to human blood and other potentially infectious materials. *   

May have periods of constant interruptions. 

* Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control. 

Physical Requirements   

Physical Demands: Lifting/ Carrying (0-50 lbs.), Lifting/ Carrying (50-100 lbs.), Lifting/ Carrying (100+ lbs.), Push/ Pull (0-50 lbs.), Push/ Pull (50-100 lbs.), Stoop, Kneel, Squat, Crawling, Climbing, Balance, Bending  

Work Position: Sitting, Walking, Standing  

Additional Physical Requirements/ Hazards    

Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Reach above shoulder, Repetitive arm/hand movements, Finger Dexterity, Acuity - far, Acuity - near   

Hazards: Depth perception, Use of Latex Gloves, Exposure to toxic/caustic/chemicals/detergents, Exposure to moving mechanical parts, Exposure to dust/fumes, Exposure to potential electrical shock, Exposure to high pitched noises

Mental/Sensory – Emotional     

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking 

Emotional: Fast-paced environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change