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Software Assistance and Triage (SWAT) Supervisor

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Position Information

Position Information

Working Title: Software Assistance and Triage (SWAT) Supervisor
Role Title: Information Technology Specialist I
Posting Number: SW0170305
About Virginia Tech:

Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT—serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:

Software Assistance and Triage (SWAT) Supervisor assists the Associate Director of Information Technology as the technical lead over a team of student technicians in the SWAT office, a computer support lab focused on assisting undergraduate engineering students. This position plans, documents and implements best practice procedures for daily operations for the SWAT office; serves as a fixed-assets administrator for the College of Engineering Dean’s Suite; interviews, hires, and trains SWAT technicians; coordinates schedules to effectively cover SWAT office hours of operation; and ensures technicians complete semi-monthly Timeclock approvals. Additionally, the SWAT Supervisor ensures that necessary hardware and software are acquired to support SWAT technicians in providing the best quality service; evaluates and provides feedback to SWAT technicians; manages and maintains the computer loaner pool inventory and ensures policies regarding loaner devices are enforced; and serves as a main contact with vendors and internal sources to resolve pertinent student computer issues.

Required Qualifications:

- Professional experience providing technical customer support.
- Experience such as formatting, installing, and trouble-shooting Windows operating systems.
- Experience such as installing, troubleshooting, and utilizing the Microsoft Office suite.
- Strong trouble-shooting and problem solving skills, and ability to research and solve a wide variety of computer software and hardware issues.
- Strong organizational and developing leadership skills, and ability to work independently and make decisions.
- Ability to work with a diverse group of undergraduate employees and customers, as well as graduate students, faculty, and staff.
- Must be able to safely move and handle items weighing up to 50 lbs.

Preferred Qualifications:

- Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field, or equivalent level of training and/or experience
- Previous leadership experience.
- Knowledge of computer cloning/imaging software.
- Experience with Autodesk Inventor, MatLab, LabVIEW, and other engineering software applications.
- CompTIA and/or Microsoft certification desirable.

Employment Conditions: Must have a criminal background check
Must have a conviction check: Yes
Describe Other:
Employment Comments:
How to Apply for this Job:

To apply applicants must complete the online application at, posting #SW0170305, and submit a cover letter, resume and list of references as an attachment to the application. Job posting will close April 30, 2017.

Employee Category: Staff (Salary)
Appointment Type: Restricted
If restricted or temporary, enter end date:
FLSA Status: Non-exempt: Eligible for overtime
Academic Year or Calendar Year: Calendar Year
Percent Employment: Full-time
If part time, enter Percent Time:
Pay Band: 4
Pay Range: Commensurate with Experience
Department: Dean - Engineering
Work Location: Blacksburg
Location, if not Blacksburg:
Location Zip Code: 24061
Work Schedule: M - F; 8 - 5
Posting Date: 04/18/2017
Review Begin Date:
Job Close Date: 04/30/2017
Restricted to university employees only? No
Equal Opportunity/Affirmative Action Statement:

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran 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 any other basis protected by law.

For inquiries regarding non-discrimination policies, contact the executive director for Equity and Access at 540-231-2010 or Virginia Tech, North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.

Reasonable Accommodation Statement:

If you are an individual with a disability and desire accommodation please contact the hiring department.

Quick Link:

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have an Interagency Placement Screening Form (Yellow Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only)
    • Yes
    • No
  2. * Do you have a Preferential Hiring Form (Blue Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only).
    • Yes
    • No
  3. * How did you first learn about this job opening?
    • Chronicle of Higher Education - online
    • Chronicle of Higher Education - print
    • Higher Ed Jobs (
    • Higher Education Recruitment Consortium - HERC (
    • Diverse Jobs (
    • Insight Into Diversity (
    • Indeed (
    • Roanoke Times Online (
    • Commonwealth of Virginia Jobs (
    • Virginia Tech job site (
    • Facebook
    • LinkedIn
    • Twitter
    • Job Fair (please describe below)
    • Journal (please describe below)
    • Listserv (please describe below)
    • Newspaper - print (please describe below)
    • Professional Conference (please describe below)
    • From a friend/acquaintance not associated with Virginia Tech (please name below)
    • From a Virginia Tech employee/representative/recruiter (please name below)
    • Veteran related event/site (please describe below)
    • Virginia Employment Commission - VEC
    • Other Virginia Tech affiliated website (please describe below)
    • Other job board such as Simply Hired, Career Builder, etc. (please describe below)
    • Other - Not listed (please describe below)
  4. Please describe recruiting source identified in previous question (if applicable):

    (Open Ended Question)

Required Documents

Required Documents
  1. Resume/Curriculum Vita
  2. Cover Letter
  3. List of References
Optional Documents
  1. Other Doc