IT User Support Technician, Senior
Job ID: R0036097 | IT Support | Full Time | Charlottesville, VA
The University of Virginia Information Technology Services Department (ITS) is currently seeking an IT User Support Technician, Senior with a focus on Office 365 transition support. This role assists faculty, staff and students moving data (email and files) from the Google Suite environment to Office 365 during a multi-year transition process and provides technical support to the University community for centrally provided 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 about joining our team.

Individuals on the team receive incoming requests for assistance with moving data and processes from G Suite to Office 365 from customers and service users with varying degrees of technical competence, and then assess the request and respond with best practices for transitioning. The role will use appointment-based scheduling to use remote technology to configure clients and begin data transition processes, provide basic instruction on migrating and assist users to start their migration process, and act as a resource if trouble is encountered during the migration process.

The position will also perform advanced troubleshooting and data gathering and apply technical knowledge for resolution of escalated technical support issues. The position actively participates in several Office 365-related technology implementation teams, makes recommendations for product and process improvement, and creates service support knowledge/documentation for internal and external use.

Duties include:
  • Primary: Deliver advanced-level (Tier 2) support with a specific focus on assessing options and assisting users with moving their email and files from Google products to Office 365.
  • Secondary: Deliver limited support of centrally provided IT Services via email, telephone, Zoom and occasionally in person.
  • Identify recurring issues and appropriate workarounds, and document use cases and repeatable solution steps and best practices for other support team members.

Required Qualifications:
  • A high school diploma or equivalent.
  • At least 5 years of related work experience.
  • Ability to provide advanced-level IT support to end users for a broad array of IT services and to communicate at the appropriate technical level for the service user.
  • Ability to follow technical instructions for use of supported technologies and processes.
  • Applicant must be a U.S. person.
  • Demonstrated understanding of both G Suite and Office 365 core technologies (email, calendar, file sharing, Teams, Google Drive, OneDrive, Outlook, Word and PowerPoint).

Preferred Qualifications:
  • Experience assisting users moving data between two or more cloud application/cloud drive services.
  • 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 (i.e., ITIL®-based Incident, Problem, Change, Request and Fulfillment, and Release practices)

Anticipated Hiring Range: $65,000 to $75,000.

Benefits Include:
The choice between 3 different health plans; retirement 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.

This is an 18-month term limited position; continuation is dependent on funding and satisfactory performance.

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



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.