Customer Support Specialist

Job Description Reporting to the Head of Support Desk Operations, the Customer Support Specialist will provide support for University Libraries reservable spaces. This position provides effective professional support via phone, email, in person, and via other University Libraries systems. This role requires consistent collaboration between the Customer Support specialists and internal and external teams and patrons. As a member of the Support Desk team, the Customer Support Specialist will provide support functionality through basic troubleshooting, sharing knowledge articles, and escalating IT issues. Providing continuous customer support is one of the most important aspects of this role. By scheduling and readying university classrooms and spaces for use, this role builds bridges between the library and those using our spaces. The successful candidate for this position must be committed to providing support in a public, higher education setting while being able to manage multiple priorities. Required Qualifications

• Basic experience using Microsoft Office or similar workplace software applications
• Experience communicating with a diverse customer base in a support role via phone, in person, and electronically
• Ability to safely move and arrange classroom furniture
• Experience collaborating with multiple stakeholders
• Work experience multitasking in a customer-focused environment
• Demonstrated experience maintaining attention to detail in professional responsibilities
• Experience meeting deadlines while prioritizing tasks
• Experience scheduling and coordinating events and/or meetings
• Troubleshooting skills with an understanding of escalating issues to appropriate stakeholders Preferred Qualifications
• Experience providing administrative support in an academic environment
• Experience booking classroom or shared spaces through a reservation system
• Experience troubleshooting, answering, and routing support requests
• Experience maintaining academic or professional classrooms or meeting spaces
• Experience identifying improvements for classroom support and spaces Pay Band 3

Overtime Status Non-Exempt:

Eligible for overtime Appointment Type Regular Salary Information $38,000

• 39,000 dependent on qualifications and experience. Hours per week 40 hours. Monday-Friday 9am
• 6pm, possible weekends or evenings for special events Review Date 5/26/26 Additional Information Work schedule: M-F 9am
• 6pm, possible weekends or evenings for special events Possible travel to other Virginia Tech locations The successful candidate will be required to have a criminal conviction check.

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 Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes . A leading global research institution, Virginia Tech conducts more than $650 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 (including pregnancy), gender, gender identity, gender expression, genetic information, ethnicity or national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law. If you are an individual with a disability and desire an accommodation, please contact Rebecca Osborne at rebeccaao@vt.edu during regular business hours at least 10 business days prior to the event.