IT User Support Technician
Job ID: R0031082 | IT Support | Full Time | Charlottesville, VA
UVA Information Technology Services (ITS) is seeking an IT User Support Technician to join our User Experience & Engagement team in Charlottesville, VA. This position provides T2/T3 desktop support for multiple organizations within the University community and on average requires 50% onsite work.

Our team supports our customers' technology needs so they can do their jobs efficiently and effectively. User Support Technicians have a wide breadth of responsibilities that include analyzing, testing, troubleshooting and implementation of hardware and software technologies. We provide excellent customer service and prompt ticket resolution. Duties include consulting, procurement and support of desktop, network, server and shared IT infrastructure resources, as well as management of computer hardware, software and licenses.

We are seeking candidates who are agile, adaptable, detail-oriented, able to learn quickly, and have a strong customer service background. This is an opportunity to stretch your skills and immerse yourself in an environment that promotes team cross-training to grow and diversify your skill set. Applicants should have some experience and understanding of encryption methods, MS Configuration Manager, KACE, JAMF, Group Policy, AD Management and Windows/Apple OS support. An understanding of security principles and concepts is desirable.

Preferable candidates will some have experience deploying and supporting VM desktops and infrastructure (VMware Workstation, VMware Fusion, Hyper-V) with virtualization of applications (VMWare), as well as experience with MDT, SCCM, JAMF and other tools sets for the rapid installation of OS, hardware imaging, deployment, software installation and patching of Windows 10 machines.

Duties/Responsibilities Include:
  • Analyzing/solving problems on complex computer applications and systems for students, faculty and staff.
  • Providing a wide range of in-depth technical assistance to departmental user support staff.
  • Providing individual and/or group instruction and training to students, faculty and/or staff on computer technologies.
  • Providing technical support for research and development initiatives and for the implementation of new technologies.
  • 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, information security, software systems engineers and application developers.
  • Performing system upgrades and new system deployments.
  • Following proper procedures related to secure computing, account maintenance and purchasing.
  • Analyzing current and proposed departmental/user hardware and software systems. Developing and maintaining complex systems for the various constituencies within the unit.
  • Reviewing, evaluating and recommending solutions for hardware and software acquisitions.
  • Maintaining accurate documentation to support these efforts.
  • In addition to the above job responsibilities, other duties may be assigned.

Minimum Requirements:
  • High school diploma required; associate's or bachelor's degree preferred.
  • Minimum 3 years of experience in a Tier 2-3 desktop support role.
  • Advanced skills in troubleshooting and support for common business applications (Acrobat Creative Cloud, Java Runtime Environments, MS browsers, MS O365, Safari and Chrome) is required.

Benefits include the choice between 3 different health plans; vision and dental insurance; life insurance; benefits savings accounts; starting with 22 days of paid time off a year in addition to 12 or more paid holidays; 8 weeks of paid parental leave; short term disability; up to $4,360 after your first year for combined use of tuition toward a degree-seeking program or up to $2,000 for professional development, including classes, certification training and conferences; and more!

The selected applicant will be required to complete a background check prior to their first day of employment per university policy.

For more information about UVA and the Charlottesville community, please see www.virginia.edu/life/charlottesville and https://embarkcva.com/



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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.