Technology Support Specialist
Job ID: R0028878 | IT Support | Full Time | Charlottesville, VA
The Technology Support Specialist provides technical support to staff in Housing & Residence Life to ensure timely problem resolution, system/data access and optimal system performance. This represents a user community of approximately 35 full-time staff and 350 student staff.

Under the supervision of the Associate Director of IT Operations, the position is responsible for the set-up, maintenance, troubleshooting and timely resolution of problems related to desktop and laptop computers, mobile devices, printers, digital signs, conference rooms and other audio-visual equipment, and all associated software systems.

Position Responsibilities
  • Technical Support:
    • Provide technical support through the department's Help Desk to resolve common desktop support, network, security and standard University applications issues in an efficient and timely manner.
    • Accurately configure, test, install, deploy and upgrade Windows and MacOS computers, printers and mobile devices.
    • Provide high-quality customer service and training through courteous and professional communication and consistent follow-up.
    • Maintain strong working relationships within the department and with IT professionals in other departments.
  • Projects and Maintenance:
    • Execute projects to replace, upgrade or improve current technology.
    • Accurately configure, test, install, deploy and upgrade computers, printers, mobile devices, digital signs and audio-visual equipment.
    • Proactively identify potential problems through regular inspections and preventative maintenance on equipment and supplies.
    • Diagnose and make minor hardware repairs or coordinate work through outside service providers.
    • Purchase equipment and supplies as requested.
  • Reporting, Documentation and Records:
    • Accurately document technical support request history.
    • Monitor logs and verify that operating system, application and security updates are applied on schedule. Perform malware and sensitive data scans.
    • Document and update procedures and guidelines in the department's knowledge base.
    • Maintain accurate inventories of hardware and software assets and spare parts.
    • Coordinate storage and disposal of surplus equipment.
  • Other Duties:
    • As a Local Support Partner (LSP), serve as a liaison with the University's Information Technology Services department.
    • This position is responsible for other special projects and duties as assigned.

Knowledge, Skills and Abilities Needed:
  • Excellent customer service skills, including ability to work with a diverse customer base and to communicate tactfully with users of varying technical abilities.
  • In-depth knowledge of hardware and software technologies used in the university environment, including common office applications and Windows, Mac OS and iOS platforms.
  • Working knowledge of current information technology concepts and terminology, computer security best practices and network environments.
  • Proven troubleshooting skills and the ability to diagnose and resolve complex software, hardware, printing, audio-visual and network issues.
  • Demonstrated ability to work effectively as part of a team and to make appropriate independent decisions and recommendations.
  • Advanced verbal and written communication skills, including ability to clearly document processes and to communicate complex technical information to novice computer users.
  • High attention to detail and ability to organize tasks to meet deadlines under time pressure.
  • Willingness and ability to master new systems, technologies and processes quickly.

Minimum Requirements:
  • Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related discipline. Relevant experience may be considered in lieu of a degree.
  • At least 1 year of work experience in technical support in a complex business environment (3 years preferred).
  • Current and valid U.S. driver's license.

Physical Demands:
The position requires seated work using a computer. Employee will be required to lift various weights and climb ladders and stairs in order to complete jobs.


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.