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(remote) service desk technician - information technology services

June 17, 2026

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, front line position at the Service Desk. They are the interface between the customer and ITS. They assist the customers with incident resolution or getting their service request fulfilled. This is a remote worker position who communicates via phone or an electronic interface. Pay Grade 15 Starting Wage $19.00 / hour Shift Monday through Friday, 830 a.m. to 500 p.m. EST 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) • 15 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%25 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 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. Provides 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, eCampus, including WVU wireless networking support. Provides on-site 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 Maintains currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework. Seeks and embraces 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 or equivalent combination of education and experience. 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. Apply tot his job Apply To this Job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...