IT Help Desk Analyst 2
Job ID: R0029936 | IT Support | Full Time | Charlottesville, VA
The School of Nursing at the University of Virginia is seeking applicants for an IT Help Desk Analyst 2 position.

Position Summary:
IT Help Desk Analyst 2 employees 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 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.

  • Provide 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 document request history. Triage and route advanced second and third tier requests to the appropriate technical personnel.
  • Provide 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.
  • Perform system upgrades and new system deployments when needed.
  • Provide basic application and system training for users.
  • Assist in the development of standard operating procedures and customer service guidelines. May assist with hardware and software evaluation.
  • Follow proper procedures related to secure computing, account maintenance and purchasing.
  • Maintain accurate documentation to support these efforts.
  • In addition to the above job responsibilities, other duties may be assigned.

Minimum Requirements:
  • Education: Associate's degree or equivalent experience in computer science, MIS, computer engineering or related discipline.
  • Experience: Experience in an IT support role. Significant relevant IT support experience will be considered in lieu of an associate's degree, provided that evidence exists of a commitment to continuous self-development.

Physical Demands:
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings and programs.

COVID Vaccination Requirement

Due to the scope of President Biden's Executive Order 14042 issued in early September, all University employees, including remote employees, must receive their final vaccination dose by January 4, 2022, unless they have a University-approved religious or medical exemption. The University has updated policy SEC-045 to reflect these new requirements.

If hired by the Academic Division, excluding School of Medicine, School of Nursing, UVA Physicians Group, and the Health Systems Library, you will be required to provide proof of vaccination or be willing to be vaccinated by January 4, 2022. Academic employees may apply for a University-approved medical or religious exemption.

Note: Some medical and safety-sensitive positions require vaccination and are not eligible for an exemption. For more information on how vaccination requirements will apply to you, please visit the UVA New Hire Vaccination Requirements webpage.

Charlottesville, VA
Charlottesville, VA 22903

Working here.

Careers at the University of Virginia reflect a wide breadth of professions, ranging from teaching to administration, IT professionals to financial analysis, research to grounds management, and talent recruiting to facilities management, among many others. Every person here — faculty, staff, student, healthcare professional — helps to advance our world-class institution, encompassing a larger mission of discovery and service.

Quality of Life

Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.