Help Desk Analyst 2
Job ID: R0039289 | IT Support | Full Time | Charlottesville, VA
The School of Education and Human Development at the University of Virginia seeks an IT Help Desk Analyst 2 to provide consultative and technical support services to faculty, staff, and students to ensure timely problem resolution, system/data access, and optimal system performance. They provide support for desktop, mobile computing, and client/server technology. IT Help Desk Analyst 2 employees are distinguished from IT Help Desk Analyst 1 employees by their development and beginning application of their technical skills, additional variation in activities, longer-term assignments, and the latitude to apply skills to solve routine problems without review and to devise approaches to performing assignments. They perform routine daily activities without supervision. They work on longer-term assignments under immediate supervision. They may train, serve as a resource, or provide guidance to IT Help Desk Analyst 1 employees on routine work, processes, and policies. They begin working with related teams and client groups and working toward specific team goals. These are on-site positions.

Duties include:
  • Providing technical support to the University community to resolve first and second tier common desktop software, hardware, and communications issues in an efficient and timely manner. Accurately documenting request history. Triaging and routing advanced second and third tier requests to the appropriate technical personnel.
  • Providing timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
  • Performing system upgrades and new system deployments when needed.
  • Providing basic application and system training for users.
  • Assisting in the development of standard operating procedures and customer service guidelines. May assist with hardware and software evaluation.
  • Following proper procedures related to secure computing, account maintenance, and purchasing.
  • Maintaining accurate documentation to support these efforts.
  • In addition to the above job responsibilities, other duties may be assigned.

Minimum Requirements
  • Education: Bachelor's degree in computer science, MIS, computer engineering, or related discipline.
  • Experience: At least one year of experience. Relevant experience may be considered in lieu of a degree.

Before a formal offer of employment is extended, the selected candidate will undergo a background check per university policy.

Physical Demands
Prospective candidates need to be able to lift computers and printers up to 50 lbs, install new computers and printers, and relocate computers and printers. The position also requires candidates to have ability to crawl under desks to connect and disconnect computers and printers.

COVID Vaccination Requirement and Guidelines


Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.




Contact me about flexible or remote work.
Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
Senior Recruiter
Connect on LinkedIn

Charlottesville, VA
Charlottesville, VA 22903
Let’s talk about your future with UVA.
Contact me to learn more about our future opportunities.
Optionally, you can provide more information about yourself. We accept the following file types: .doc, .docx, .txt, .pdf and .rtf. Maximum size: 5 MB.
Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
Senior Recruiter
Connect on LinkedIn

Working here.

Whether you work at the University of Virginia or UVA Health, you’ll be part of a nationally recognized organization renowned for innovation, education, research and discovery. You’ll be part of an inclusive and diverse workforce that thrives through collaboration and excels through open contributions. We never stop learning or growing, and we empower our team members to do the same with our comprehensive professional development programs.

Quality of Life

The work of our IT teams is all-encompassing, but it’s not all-consuming. It’s our goal to support a healthy work-life balance for our staff. That’s why we encourage our teams to leave their work here at the end of the day and to get out and enjoy all that life in Charlottesville has to offer, including world-class entertainment, dining options, University of Virginia sports, arts, history and endless recreational activities. Here, you’ll find welcoming neighborhoods with a great selection of well-valued homes located in urban or rural settings. And our central Mid-Atlantic location allows you to get to Washington, D.C.; the beaches; or the mountains within a short drive.

Safety Photo

UVA Health Quality & Safety

At UVA, delivering the highest-quality, most advanced and safest healthcare to our patients is our top priority. That’s why we never stop striving to make our best better. As a leading healthcare institution, our goal is to be the safest place in America to receive care and to work, because patient and team member safety is essential to providing the best healthcare. The COVID-19 pandemic remains a fluid situation. At UVA Health, we've been on the frontlines since the beginning. Nurses, researchers, doctors — we've all been doing our part to halt the virus. This effort is part of our longstanding commitment to provide care you can count on.