IT Service Desk Analyst

IT Service Desk Analyst

Charlottesville, Virginia, United States, 22904

Information Management, Services & Technology

University of Virginia

Service Desk Analyst, School of Nursing

The University of Virginia School of Nursing is a national leader in nursing education, research, and practice. Committed to excellence and innovation, the School prepares future nurse leaders to transform healthcare and advance health equity. With a supportive and collaborative environment, the School of Nursing is dedicated to fostering an inclusive community that promotes lifelong learning and service.

The Service Desk Analyst delivers expert consultation and technical support to faculty, staff, and students, ensuring reliable system access, optimal performance, and timely resolution of incidents and service requests. This role provides hands-on support across desktop, mobile, and client/server environments, with a strong emphasis on in-person assistance. The ideal candidate brings fully developed technical skills and is developing advanced capabilities. This role involves solving complex issues independently, applying sound judgment, and proactively devising solutions. The Analyst collaborates closely with team members to meet service level agreements (SLAs) and documents processes and resolutions with clarity and precision.

Responsibilities:

• Manage and resolve service requests via a Service Desk, ensuring compliance with SLAs, protocols, and documentation standards.
• Provide responsive, front-line support to faculty, staff, and students-both in-person and via phone or video conferencing.
• Perform endpoint imaging and installs.
• Lead daily team stand-up meetings to promote engagement, maintain situational awareness, and track ongoing issues.
• Oversee the department's project portfolio by facilitating scrum meetings and tracking progress.
• Foster strong, collaborative relationships with school constituents and actively contribute to team and departmental goals.

Minimum Qualifications:

• Education: Bachelor's degree in Computer Science, MIS, Computer Engineering, or a related field preferred. Equivalent experience may be considered in lieu of a degree.
• Experience: Minimum of three years in a technical support or service desk role. This position provides comprehensive support for a diverse range of technologies, including Windows and macOS endpoints, Apple mobile devices, Zoom-enabled conference rooms and video classrooms, enterprise peripherals, and specialized teaching, administrative, research, and healthcare systems. Familiarity with supporting complex environments and mission-critical applications is essential.
• Certifications: One or more industry certifications (e.g., CompTIA A+, ISC2 CC) are preferred.
• Skills and Attributes:
  • Strong interpersonal and communication skills, with the ability to support a diverse user base.
  • Proven ability to write clear, concise technical documentation.
  • Professional demeanor and customer-focused mindset.
  • Ability to work independently and manage multiple priorities effectively.

Preferred Qualifications:

• Experience with ticketing and documentation systems
• Prior work experience in higher education or a similarly complex organization.

Physical Demands: This is primarily a sedentary role requiring extensive use of desktop computers. Occasional travel may be required to attend meetings or support events.

Salary Range: Final offer will be commensurate with the candidate's education, certifications, and relevant experience.

Position Type & Work Location: This is a full-time, on-site position based in Charlottesville, VA. Will not allow remote work.

About UVA and the Community: At UVA, we are deeply committed to the success and well-being of our faculty and staff. The University of Virginia is annually ranked as one of the premier public institutions in the United States. Employees enjoy a rich benefits package, a vibrant university culture, and a chance to live and work in Charlottesville-a lively city consistently ranked as one of the best places to live in the U.S. To learn more about UVA and the surrounding area, visit https://hr.virginia.edu/careers-uva/why-charlottesville.

Application Timeline: This position will remain open until filled, but we encourage interested applicants to apply by July 26th 2025.

Additional Requirements: Background checks will be conducted on all new hires prior to employment.

How to Apply: Please apply through Online and search R0074047.

Internal applicants must apply through their UVA Workday profile by searching "Find Jobs."

Complete the application and upload the following required materials:

• Cover letter
• Resume

Please note that multiple documents can be uploaded in the "Resume" box. Applications that do not contain all required documents will not receive full consideration.

Reference Check Process: Reference checks will be completed by UVA's third-party partner, SkillSurvey, during the final phase of the interview. Five references will be requested, with at least three responses required.

Contact: For questions about the position, please contact Bill Crane, Senior Recruiter, at Xer5ff@virginia.edu.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.