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Job Details

ID #20106581
State Virginia
City Charlottesville
Job type Permanent
Salary USD TBD TBD
Source University of Virginia
Showed 2021-09-23
Date 2021-09-22
Deadline 2021-11-20
Category Internet engineering
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IT User Support Technician

Virginia, Charlottesville, 22902 Charlottesville USA

Vacancy expired!

The University of Virginia Information Technology Services Department (ITS) is currently seeking an IT User Support Technician. This position provides advanced technical support (Tier 2 Service Desk) for the entire University community and acts as a support liaison with infrastructure project teams to plan, test and release new IT services.

ITS at UVA is a phenomenal place to lead, grow, and deliver impact. It's an organization that values results and teamwork. We like the people we work with and the work we get to do. We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We embrace a commitment to diversity, equity, and inclusion. ITS values work-life balance and provides flexible work location options where possible. Please see additional information aboutjoining our team.

Individuals on the User Support team communicate and support technical information to customers and service users with varying degrees of technical competence, perform advanced troubleshooting, data gathering, and apply technical knowledge for resolution of escalated technical support issues. The position validates and fulfills complex IT service requests, actively participates in various technology implementation teams, makes recommendations for product and process improvement, and creates service support knowledge/documentation for internal and external use.

Duties include:
  • Deliver advanced level (Tier 2) IT Service Desk support for via email, telephone, zoom, and occasionally in-person.
  • Identify recurring issues and appropriate workarounds
  • Validate and fulfill complex IT service requests
  • Engage infrastructure project teams as a support liaison to plan, test and release new and changing IT services
  • Participate in major incident management as a support liaison
  • Create and collaborate on documentation and training related to support, including case history details, knowledge articles for Tier 1 agents, peers, and self-service support users.

Required Qualifications:
  • A High School Diploma or Equivalent
  • At least 3 years of related work experience
  • Ability to provide complex IT support and communicate at the appropriate technical level for the service user.
  • Ability to follow complex technical instructions for use of supported technologies.

Preferred Qualifications:
  • A Bachelor's degree in Computer Science, MIS, Computer Engineering, or related discipline
  • Five or more years of experience in customer service, IT support, or related field.
  • Experience contributing to technology project or IT service management teams.
  • Experience working with IT Service Management best practices (ie: ITIL-based Incident, Problem, Change, Request, Release practices)
  • Fundamental skills in Outlook, Word and PowerPoint.
  • Experience supporting a wide variety of IT services in a Windows/MacOS/Android/iOS environment, such as: email clients, cloud-based or browser-based services, locally installed software, wired network and WiFi connectivity, identity and access management issues, VPN services, VOIP telephone system, and Office365 Applications.

Anticipated Hiring Range:$56,000 - $64,500

This position is open to US Persons/Citizens only. The selected candidate will be required to complete a background check prior to their first day of employment per University policy.

The selected candidate will be required to complete a background check at time of offer per University Policy.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physicians Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

Vacancy expired!

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