Senior Virtual Support Specialist

Embry-Riddle: A Global Leader in Aviation and Aerospace 

With vibrant campuses in Daytona Beach, FL and Prescott, AZ, plus a Worldwide network across approximately 120 locations, Embry-Riddle stands as the world’s largest aviation and aerospace university. For over 95 years, we've been pioneering education in STEM fields, serving over 11,600 residential students and 19,200 globally in the 2023-24 academic year with cutting-edge programs in Applied Science, Aviation, Business, Technology, Engineering, Safety, Security, and Space. 

The Opportunity 

Embry-Riddle Aeronautical University is seeking a Senior Virtual Support Specialist to join the Information Technology department in a teleworking arrangement. The Senior Virtual Support Specialist acts as a subject matter expert and technical escalation point, providing remote technical support to faculty, staff, and students utilizing phone, email and remote access tools. This includes troubleshooting and providing resolutions for basic and complex computing and system issues and researching and recommending solutions that meet the University's technology needs. Additionally, this position assists with providing quotes for new standard technology, leading IT Services projects, supporting academic licensing, and is responsible for supervising student employees.

The Senior Virtual Support Specialist applies experience and judgment to innovate processes, improve customer experience, and increase operational efficiency in support of an effortless experience. The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefits package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Perks Await You at Embry-Riddle! 

• Health Benefits: Experience comprehensive medical, dental, and vision coverage, along with wellness programs that include preventive care and fitness memberships. Our flexible spending and health savings accounts simplify managing healthcare costs. Join a workplace that prioritizes your health—because your journey to wellness should be rewarding! Buckle up for a healthier, happier you! 

• Tuition Coverage: Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26.   

• Retirement Contributions: ERAU contributes an annual 6% gift of your base salary to your retirement plan and offers a 4% matching contribution, with no vesting period. 

• Generous Time Off: Generous Time Off: Relax with 18 days of personal leave in your first year. Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year’s Day.   

Required Education:

• High School (or GED) level ability in grammar, spelling, basic composition, and math.

Required minimum number of years work related experience:

• 3-5 years

Type of work-related experience:

• Information Technology

Required skills, knowledge, abilities:

• Experience supporting Windows and MacOS computers in an enterprise environment
• Experience with current mobile technologies, including iOS and Android
• Extensive support experience with Microsoft Office Suites
• Solid understanding of web conferencing systems such as Microsoft Teams and Zoom.
• Strong critical thinking and problem-solving skills
• Exposure to academic software support is a plus
• Possess basic networking knowledge such as DHCP, TCP/IP, etc
• Knowledge of bandwidth types, speeds and requirements for streaming, online meetings and classes
• Ability to apply project management processes and tools
• Ability to learn new skills and keep up with the pace of changing technology
• Experience with virtual support tools
• Exceptional customer service skills

Application process/requirements 

To submit your application for this opportunity, please visit the Embry-Riddle Career Site and search for requisition number R310403. Please attach all relevant materials to your application when you apply online. Complete submissions include: 

• Cover letter 

• Full Resume 

• Contact information for at least three professional references (please note that references may be contacted as part of the interview/screening process) 

Current Embry-Riddle employees: Please apply directly through the ERAU Employee Hub Central application within Workday. 

Embry-Riddle is committed to fostering a workplace where all individuals are valued and respected. We strive to ensure that all faculty, staff, and students are treated fairly and provided equal opportunities for employment, advancement, compensation, training, and other benefits of employment. Embry-Riddle makes employment decisions — including hiring, promotions, compensation, and other terms of employment — based on individual merit, qualifications, and abilities. Embry Riddle is strongly opposed to discrimination and harassment, and such behavior is prohibited by university policy. Embry Riddle does not discriminate on the basis of race, color, national origin, sex, disability, veteran status, predisposing genetic characteristics, age, religion, or pregnancy status, or any other status protected by federal, state, or local law, in its employment, educational programs, admissions policies, financial aid, or other school-administered programs or activities. For further information, please visit our website.