Posting Details
Working Title Help Desk Lead
Position Number 00115A
Department INFORMATION TECHNOLOGY SERV-ACAD
Location Norfolk, VA
Type of Position Classified
Type of Job Full Time
EEO Category C Technicians
Job Description
Serve as technical lead for the IT Help Desk including analyzing business processes and researching and recommending technology solutions for improving customer service and problem resolution. Provide all aspects of technical customer support for faculty, staff, and students. Install/upgrade/maintain the Help Desk's incident tracking software and knowledge base applications.
Type of Recruitment
Knowledge, skills and abilities
Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.
Considerable knowledge of personal and notebook computer hardware and software troubleshooting and resolution.
Considerable knowledge of Microsoft operating systems.
Considerable knowledge of Internet-based applications.
Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution.
Working knowledge of technologies applicable to business process in customer service.
Excellent written and verbal communication skills.
Demonstrated ability to effectively manage time.
Demonstrated ability to provide technical and project leadership to other staff members.
Special licenses, registration or certification
None
Education or training
N/A
Level and @type of experience
Considerable experience troubleshooting and supporting multiple software applications.
Demonstrated experience troubleshooting and understanding mobile platforms and/or related mobile technology.
Some experience troubleshooting Internet-based applications.
Some experience sourcing, developing and/or managing content for documentation and publishing.
Previous experience in a fast-paced, front-line technology support center.
Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)
Knowledge, skills and abilities:
Understanding of data communication protocols and their role in diagnosing network-related issues.
Foundational knowledge of UNIX -based systems, including basic administrative and troubleshooting tasks.
Strong grasp of client/server architecture and its application in enterprise support environments.
Working knowledge of service desk SLAs, performance metrics, and reporting practices to support effective service delivery.
Familiarity with support center software platforms, including contributing to their configuration and administration.
Proven experience supervising staff, including recruitment, onboarding, scheduling, and performance development.
Demonstrated ability to plan, lead, and complete technical projects.
Ability to design and deliver structured technical training to end users and support personnel.
Experience managing hardware, software, and staffing resources to meet evolving operational requirements.
Prior experience in higher education technology support, with an understanding of academic environments and student-focused service.
Special licenses, registration or certification:
CompTIA A+, Security+, Network+, or equivalent knowledge/experience)
Level and @type of experience:
Considerable experience working in a fast-paced, front-line technology support center.
Possesses proficiency in video editing and creation, demonstrating a solid understanding of the craft.
Conditions of Employment
The equipment provided to staff with approved telework agreements enables them to deliver vital services to university faculty, staff, and students from remote locations. Many of our operations can and should continue as usual, even when the main physical campus is closed. Therefore, all DTT employees with an approved telework agreement are generally expected to work during official University closures. This position is considered essential personnel and may be subject to working during university closings.
Annual Salary/Hourly Rate Salary range between $ - 57,733-68,809
Posting Detail Information
Job Requisition Number S03246
Job Open To ODU Employees Only
Open Date 03/16/2026
Close Date 03/23/2026
Open Until Filled No
Special Instructions Summary
Please submit a completed application and resume
Criminal Background Check The final candidate is required to complete a criminal history check.
College Home Page
Department Home Page
Equity Statement
It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair @type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.
Reasonable Accommodation Request
If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at (757)683-3141.
Alternative Hiring Process
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.
To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS ), or the Department for the Blind & Vision Impaired ( DBVI ). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.
To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.
Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with contractor's legal duty to furnish information.
Supplemental Questions
Required fields are indicated with an asterisk (*).
Applicant Documents
Required Documents
Resume
Optional Documents
Yellow Layoff Form
Blue Layoff Card
AHP Letter
