Job Description

The department of Information Technology Services at West Virginia University is currently accepting applications for a Service Desk Technician.

About the Opportunity

This is a Tier 1, frontline position at the Service Desk. This person is the interface between the customer and ITS and assists the customers with incident resolution or getting their service requests fulfilled. This is a remote worker position who communicates via phone or an electronic interface.


We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

37.5-hour work week 13 paid holidays (staff holiday calendar) 24 annual leave (vacation) days per year or more based on years of service (employee leave) 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof) WVU offers a range of health insurance and other benefits 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's. Wellness programs

Pay Grade:

15

Starting Wage:

$19.00 / hour

Shift:

Monday through Friday, 7:30 a.m. to 4:00 p.m. EST

What You'll Do

Technical Support

Incident Resolution: Delivers telephone-based or electronic support to WVU community including, students, faculty, administrators, staff located in Morgantown as well as satellite campuses in Charleston, Parkersburg, Keyser, Beckley and each of the 55 WVU Extension offices. Provide first-level technical support for numerous software applications including, but not limited to, Microsoft Office, email systems, and software specifically designed for WVU such as MAP, MIX and Star/Banner, and eCampus, including WVU wireless networking support. Provide remote information technology support to WVU administrators and staff who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.

Skills Currency

Maintain currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework. Seek and embrace opportunities to enhance existing skillsets. May be required to acquire additional specialties when practicable. Other duties as assigned.

Qualifications

Associate degree in computer science or a related field A minimum of two (2) years of experience in each of the following: + Technical experience in a computer-related customer support field
+ Customer Service
Any equivalent combination of related education and/or experience will be considered. All qualifications must be met by the time of employment.

Knowledge, Skills, & Abilities

Must be able to provide advanced support for various hardware platforms, operating systems, and software packages. Complex problem-solving skills and excellent research skills are required. Must be able to articulate clearly and concisely to a wide variety of multi-cultured users. Excellent customer service is essential. The candidate must be courteous, display a positive attitude and a genuine concern for the end user. Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet, and trustworthy. Must work closely with other SD staff on maintaining required ITSM skillsets. The incumbent must be courteous, display a positive attitude and a genuine concern for the computer user. Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution, and responses for a Service Desk environment.

Requirements

Physical Demands & Physical Coordination

Lifting lightweight objects/bending and kneeling to file Lifting 20-40 lb computers and equipment

About WVU

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.


From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.


At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values -- service, curiosity, respect, accountability and appreciation -- unite us as Mountaineers.


Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.


West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.

Job Posting

Oct 23, 2025

Posting Classification

Non-Classified

Exemption Status

Non-Exempt

Benefits Eligible

Yes

Schedule

Full-time