Information Technology User Support Technician
Job ID: R0027985 | IT Support | Full Time | Charlottesville, VA
The University of Virginia Information Technology Services Department (ITS) is currently seeking an IT User Support Technician. This position provides advanced technical support (Tier 2 Service Desk) for the entire University community and acts as a support liaison with infrastructure project teams to plan, test and release new 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 User Support team communicate and support technical information to customers and service users with varying degrees of technical competence, perform advanced troubleshooting and data gathering, and apply technical knowledge for resolution of escalated technical support issues. The position validates and fulfills complex IT service requests, actively participates in various technology implementation teams, makes recommendations for product and process improvement, and creates service support knowledge/documentation for internal and external use.

Duties include:
  • Delivering advanced-level (Tier 2) IT Service Desk support for via email, telephone, Zoom and occasionally in person.
  • Identifying recurring issues and appropriate workarounds.
  • Validating and fulfilling complex IT service requests.
  • Engaging infrastructure project teams as a support liaison to plan, test and release new and changing IT services.
  • Participating in major incident management as a support liaison.
  • Creating and collaborating on documentation and training related to support, including case history details and knowledge articles for Tier 1 agents, peers and self-service support users.

Required Qualifications:
  • A high school diploma or equivalent.
  • At least 3 years of related work experience.
  • Ability to provide complex IT support and communicate at the appropriate technical level for the service user.
  • Ability to follow complex technical instructions for use of supported technologies.

Preferred Qualifications:
  • 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, Release practices).
  • Fundamental skills in Outlook, Word and PowerPoint.
  • Experience supporting a wide variety of IT services in a Windows/MacOS/Android/iOS environment, such as email clients, cloud-based or browser-based services, locally installed software, wired network and WiFi connectivity, identity and access management issues, VPN services, VOIP telephone system and Office365 applications.

Anticipated Hiring Range: $56,000 - $64,500

This position is open to US persons/citizens only. The selected candidate will be required to complete a background check prior to their first day of employment per University policy.


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.