VLMS Technical Support Specialist

VCOM -
Virginia

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Job Details

9 days ago

Qualifications

Non-technical user support
Computer operation
Customer communication
In-person customer service
Customer support
Productivity software
Technical Proficiency
Client interaction via phone calls

Full Job Description

I. Job Summary

The VLMS Technical Support Staff serves as a primary administrative staff for the
VLMS/Syndromic Surveillance Research Project. The VLMS Technical Support Staff
reports to the VLMS CMO and the Vice President of Research. This position provides
high quality support by displaying sound judgment, accuracy, diplomacy, confidentiality,
and discretion. The primary duties of the VLMS Technical Support Specialist is to
provide users with solutions and assisting in troubleshooting. This position will be
charged with continuing product support and education to all users. This position will
participate in assisting with assisting the Data Scientist with beginning stages of Data
Management within VLMS. The position is a part of an innovative and technical team
led by VLMS CMO and the Vice President of Research.

II. Position Duties

The following description of responsibilities includes those listed in the summary and is
intended to reflect the major responsibilities and duties in order of importance but is not
intended to describe all duties and responsibilities that are required for the position or
that may be assigned from time to time.

The VLMS Technical Support Specialist will provide technical assistance and answers to
users’ questions, assisting users by troubleshooting problems with computer hardware or
software.

i.Identifies, investigates, and resolves users’ problems with computer software and
hardware.

ii.Fields support calls, chat, email, and/or other communication from users with
inquiries regarding software programming, connectivity, printing, and similar
concerns.

iii.Consults with users to determine steps and procedures taken to identify and resolve
the problem.

iv.Applies knowledge of computer software, hardware, and procedures to solve
problems.

Job Title: VLMS Technical Support Specialist

Department: Simulation Center Date: July 2026

FLSA: Exempt Work Location: Virginia Campus

Employee Category:
Administrative Staff

Work Schedule: Mon. – Fri.
8:00 am – 5:00 pm in general but may
require adjustments to the schedule to
allow for additional late hours or
weekend work.

Reports To:
Project Manager

Percent Employment: 100%

Direct Reports: None

v.Guides users through diagnostic and troubleshooting processes, which may include
use of diagnostic tools and software and/or following verbal instructions.

vi.Collaborates with other staff to research and resolve problems.
vii.Collaborates with programmers to explain errors and/or recommend modifications

in programs.
viii.Arranges service by software or hardware vendors to repair or replace defective

products.
ix.Maintains knowledge of technology innovations and trends.
x.Performs other related duties as assigned.

III. Requirements

Education: Associate’s degree in computer science or related field or work

equivalency.

Licensure or certification: N/A

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Professional and pleasant telephone manners.

Ability to explain technical issues to technical and nontechnical employees and

customers, in written documents, verbal instruction, or video recordings.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office Suite or related software.

Proficient with or the ability to quickly learn an array of computer hardware and

software.

Other skills important to this position

Excellent interpersonal and communications skills

Strong team player

Commitment to company values

Computer proficiency

Preferences

Bachelor’s degree in computer science or related field preferred.

At least three years of experience in customer technical support highly preferred

The successful candidate will be subject to a criminal history background check.

Regular, reliable or predictable attendance is an essential function of the job.

IV. Working Conditions and Efforts:

The physical demands and work environment characteristics described here are
representative of those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions. Working conditions may
include frequent interruptions, working alone, evening and weekend work, repetitive
tasks and exposure to computers and monitors.

Physical demands: While performing the duties of this job, the employee is occasionally
required to sit; use hands and vision for office equipment such as computers; talk or
hear; moderate telephone usage. The employee must occasionally lift and/or move up to
50 pounds, frequent walking, bending, reaching and standing.

Work environment: Office environment. Outside travel required 10% of time. The noise
level in the work environment is usually minimal.

This position is classified as an exempt position because it requires that the
candidate/employee exercise independent judgment and discretion regarding
matters of significance.

Employment with VCOM is “at-will”. This means employment is for an
indefinite period of time and it is subject to termination by the employee or by
VCOM, with or without cause, with or without notice, and at any time. Nothing
in this position description or any other policy of VCOM shall be interpreted to
be in conflict with or to eliminate or modify in any way, the “at-will” employment
status of VCOM employees.

V. VCOM core values: The employee is expected to adhere to all VCOM policies. As the

environment is a professional college, VCOM faculty / staff are expected to dress and
behave in a professional manner at work. VCOM faculty / staff are expected as VCOM
employees, to be a person who obeys all laws and professional expectations of an
upstanding citizen of the community. VCOM expects all employees to maintain a
positive attitude in all working relationships with all VCOM departments, employees,
medical students, prospective medical students, interns, and residents and to treat all
other engaged in the duties of the employment, with mutual respect.

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