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
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Charlottesville, VA
Charlottesville, VA 22903
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Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
Senior Recruiter
Connect on LinkedIn

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