Service Desk Technician/Senior Service Desk Technician
Job ID: R0039753 | IT Support | Full Time | Charlottesville, VA
The University of Virginia Darden School of Business seeks a Service Desk Technician/Senior Service Desk Technician to provide consultative and technical support services to faculty, staff, and students to ensure timely problem resolution, system/data access, and optimal system performance. The Service Desk Technician will provide application, operating system, computer hardware, network, and printing support to the clients at the school in a timely manner. This position reports to the Service Desk Manager. Occasional weekend and after-hours support required.

This position is located in person in Charlottesville, VA.

To be considered for a Service Desk Technician role, responsibilities include:

Darden Computing Service Desk
  • 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 resolving 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.
  • On-site support of the Rosslyn campus faculty, staff, and students several times a year.
  • Other duties as assigned.

In addition to the above, Senior Service Desk Technician-level responsibilities include:
  • Utilizing more depth of knowledge and experience to lead initiatives and solve technical issues that are more complex in nature.
  • Applying experience to solve problems without review and latitude to devise the approach and method to performing assignments.
  • Performing long-term or non-routine assignments with minimal supervisory intervention, seeking assistance when significant deviations are proposed or when unprecedented problems arise.
  • Training, serving as a resource, and providing guidance to more junior staff on non-routine problems, processes, and policies.
  • Assisting senior staff in setting goals, allocating resource and tracking and evaluating results.

Education and Professional Experience:

Service Desk Technician:
  • Bachelor's degree in computer science, MIS, computer engineering, or related discipline and at least one year of experience. Relevant experience may be considered in lieu of a degree.

Senior Service Desk Technician:
  • 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. Experience will include leading complex projects and teams with minimal supervision and the ability to mentor and motivate junior team members.
  • Possess thorough knowledge of information technology concepts and terminology, desktop OS and supported software applications, network fundamentals, IP protocol, and fundamental troubleshooting techniques.
  • A+ or Microsoft MCSA certification preferred.
  • Experience with PowerShell scripting.
  • Experience with Microsoft Intune technologies or equivalent.
  • 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.

 

 


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
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Charlottesville, VA
Charlottesville, VA 22903
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Rhiannon Michelle O'Coin
Rhiannon Michelle O'Coin
Senior Recruiter
Connect on LinkedIn

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