IT User Support Technician

IT User Support Technician

The University of Virginia is seeking an experienced IT User Support Technician to provide comprehensive desktop support to the University community. This customer-facing position manages both the implementation and ongoing support of IT desktop services for faculty and staff across multiple departments. The Technician plays a critical role in device management, asset inventory, employee onboarding and offboarding, software deployment, troubleshooting, and ensuring exceptional customer service. The position will also serve as a business relationship manager with assigned departmental Points of Contact (POC), ensuring that their technology needs are met in accordance with established Service Level Agreements (SLA).

Implementation Responsibilities:

• Participate in onboarding new customers into ITS services, including onsite assessments of physical location, hardware, and networking.
• Collect detailed device information (make/model, OS, warranty status, application licensing, file shares, data sensitivity levels, printer management).
• Install asset management clients on devices for inventory tracking and verification.
• Recommend upgrades or replacements for outdated devices, renew licenses, and mitigate security risks.
• Collaborate with project team members and system administrators on onboarding scope and planning.
• Conduct pre-migrations, including backups and migration of applications, bookmarks, and settings.
• Provide overviews of the imaged environment to customers and answer system-related questions.
• Develop schedules for device re-imaging to ensure proper management.

Ongoing Support Responsibilities:

• Manage Incidents and Service Requests through the ServiceNow (SN) ticketing system.
• Act as the primary liaison between ITS Desktop Services and assigned departments, maintaining strong relationships with designated POCs.
• Conduct periodic check-ins with departments to review service levels and upcoming initiatives (e.g., onboarding/offboarding).
• Ensure consistent communication regarding service changes and department needs.

Asset Management & Support:

• Manage hardware/software lifecycles, including procurement, installation, maintenance, and replacement.
• Advise departments on standards, configurations, and purchasing, coordinating with POCs for approval.
• Configure and deploy devices, integrating with MECM, AD, or JAMF.
• Support remote device setup and deployment for new hires and replacements.
• Install and connect new equipment to ITS-managed services (network, email, systems).

System Re-Imaging & Maintenance:

• Re-image devices and ensure configurations are current.
• Maintain accurate inventory of laptops, desktops, printers, and large monitors.
• Provide device repair services for in-warranty equipment.
• Configure and manage network printers.

Employee Onboarding & Offboarding:

• Support new and departing employees with device provisioning, system access, and security training (e.g., HSVPN, Duo, Wi-Fi).
• Ensure smooth transitions through effective IT processes.

Other Responsibilities:

• Provide NetAdmin services (port activations, network jack configuration).
• Assist with vulnerability remediation and malware alerts.
• Offer limited mobile device support (Duo, Wi-Fi, email).
• Grant temporary administrative rights as needed.
• Provide Tier 1/2 support for conference room technology, including Zoom Rooms.
• Assist with department relocations and provide IT consultation.
• Provide in-person and remote support for UVA-owned devices during business hours.
• Participate in CIO portfolio projects as needed.

Minimum Qualifications:

• Education: High School Diploma required. Associate's or Bachelor's degree in a related field preferred.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

• Experience: Minimum 3 years of experience in desktop support or IT support.
• Hands-on experience with Windows and MacOS operating systems, and Microsoft Office Suite.
• Experience with asset management, hardware procurement, and lifecycle management.
• Knowledge of Active Directory, Group Policy, KACE, JAMF, MECM, and imaging systems (e.g., MDT) preferred.
• Familiarity with network services, network printers, and basic networking protocols.

• Skills & Competencies:
• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills for users of varying technical levels.
• Ability to prioritize multiple assignments in a fast-paced environment.
• Experience using a ticketing system for service requests and incident management.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience with Zoom Room configuration and troubleshooting.
• Familiarity with vulnerability remediation and security best practices.
• Understanding of ITIL framework and service management processes.
• Advanced knowledge of MECM, KACE, JAMF, MDT, and Active Directory.

Physical Demands:

This role may require extended periods of time working at a computer, as well as occasional walking to various departments on campus, lifting/moving computer equipment, and configuring devices in office and conference room settings.

Position Type & Work Location:

• Position Type: Full-time, Non-Exempt
• Work Location: University of Virginia, Charlottesville, VA

About UVA and the Community:

The University of Virginia is a world-class public institution founded by Thomas Jefferson in 1819 and located in Charlottesville, Virginia, a picturesque and vibrant small city consistently ranked as one of the best places to live in the United States. UVA is known for its historic foundations, student-run honor code, and commitment to excellence in education, research, and healthcare. The community combines small-town charm with cultural sophistication, offering diverse restaurants, arts, music, and outdoor recreation.

Application Timeline:

This position will remain open until filled. Review of applicants will begin immediately.

Additional Requirements:

Background check required.

How to Apply:

Please apply online and search for R0081028 IT User Support technician (Open). Complete the application and upload the following required materials: Cover letter and Resume. Applications that do not contain all required documents will not receive full consideration.

Careers website:

Reference Check Process:

If selected as a finalist for this role, reference checks will be conducted in conjunction with the UVA reference check process.

Contact:

For questions about this position, please contact Bill Crane, Senior IT HR Recruiter Email: 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. Learn more about UVA's commitment to non-discrimination and equal opportunity employment.