Senior Service Desk Technician
Job ID: R0030572 | IT Support | Full Time | Charlottesville, VA
The University of Virginia Darden School of Business seeks a Senior Service Desk Technician to provide advanced consultative and technical support services to faculty, staff and students to ensure timely problem resolution, system/data access and optimal system performance. This position will provide advanced application, operating system, computer hardware, network and printing support to the clients at the school in a timely manner. The Senior Service Desk Technician reports to the Service Desk Manager and will occasionally act on behalf of the Service Desk Manager when the Manager is out of the office or otherwise engaged. This responsibility will include maintaining the workflow of tickets and guiding the rest of the staff at the Service Desk. Occasional weekend and after-hours support required.

Specific duties and responsibilities:
  • Support client requests in a timely manner via walk-ups, email, chat and phone in a timely manner with the goal of resolving all assigned requests within 4 hours.
  • Provide excellent customer support to the faculty, staff and students of the University of Virginia Darden School of Business.
  • Communicate complex technical information to novice computer users. Diagnose and resolve common desktop software, hardware and communications issues, including the ability to use enterprise troubleshooting tools.
  • Manage assigned tickets and seek assistance from the department supervisors as needed for assistance or escalation.
  • Follow established procedures for inventory accountability and control.
  • Create and edit PowerShell scripts to facilitate the automatic installation of software and apply configuration settings.
  • Collaborate with other personnel and departments as needed.
  • Work with technology vendors to attain warranty parts and repairs.
  • Use established imaging technology to ensure that all builds conform to established guidelines.
  • Provide basic application and system training for users.
  • Regularly work toward specific team goals and assist clients in achieving their teams' goals.
  • Provide support as needed to the Rosslyn campus IT Technician who provides service to faculty, staff and students at Darden's northern Virginia facility.
  • Act as Service Desk Manager when the manager is out of the office or otherwise engaged. Maintain the workflow of tickets and guide the Service Desk staff.
  • Analyze current and proposed departmental/user hardware and software systems. Develop and maintain complex systems for the various constituencies within the unit.
  • Review proposals which consist of objectives, scope and user expectations; gather facts, analyze data; prepare proposal synopses comparing alternatives in terms of cost, time and availability of resources; and recommend courses of action. Review, evaluate and recommend solutions for hardware and software acquisitions.
  • Analyze and solve problems on complex computer applications and systems for students, faculty and staff. Provide a wide range of in-depth technical assistance to departmental user support staff. Write structured programs, as appropriate, using technologically current programming languages.
  • Provide individual and/or group instruction and training to students, faculty and/or staff on advanced computer technologies.
  • Provide advanced technical support for research and development initiatives and for the implementation of new technologies.
  • Serve as project leader for advanced technology projects with large scope and university-wide impact, directing and integrating the work of other staff.
  • Other duties as assigned.

Professional experience and education:
  • Bachelor's degree in computer science, MIS, computer engineering or related discipline and at least three years of experience. Relevant experience may be considered in lieu of a degree.
  • Possess thorough knowledge of information technology concepts and terminology, desktop OS and supported software applications, network fundamentals, IP protocol and fundamental troubleshooting techniques.
  • Experience with Microsoft Intune and Endpoint and Azure technologies or equivalent.
  • A+ or Microsoft MCSA certification preferred.
  • PowerShell scripting knowledge preferred.
  • Strong technical and troubleshooting skills.
  • Strong customer service skills with the ability to communicate with all levels of computer expertise.
  • Ability to prioritize shifting projects and initiatives in a fast-paced environment.
  • Excellent written and verbal communication skills.
  • Demonstrated organizational and presentation skills.
  • Strong coaching/teaching skills.
  • Experience working in an academic environment preferred.
  • Supervisory experience preferred.

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

For more information on the benefits at UVA, visit hr.virginia.edu/benefits.

The selected applicant will be required to complete a background check 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.