Asset Management, Audiovisual, Background Investigation, Backup Software, Best Practices, Clean Technologies, Communication Skills, Community and Social Services, CompTIA - Computing Technology Industry Association, CompTIA A+, Computer Science, Configuration Management, Customer Relations, Customer Service Operations, Customer Support/Service, Database Backup, Desktop Administration, Desktop Environments, Desktop PC, Detail Oriented, Documentation, Email Technology, Endpoint Security, Enterprise Endpoint, Equal Employment Opportunity (EEO), Equipment Replacement, Grant Administration/Management, Green Business, Hardware Configuration Management, Hardware Standards, High School Diploma, Higher Education, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Lift/Move 40 Pounds, MCP - Microsoft Certified Professional, Mac Operating System, Maintenance Services, Malware, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Network Administration/Management, Network Configuration Management, Network Connectivity, Network Protocols, Network Support, Onboarding, Operating Systems, Operational Support, Operations, Organizational Skills, Peripheral Hardware, Physical Demands, Pricing, Printers, Problem Solving Skills, Purchasing/Procurement, Relationship Management, Sales Management, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Development Lifecycle (SDLC), Software Licenses, Systems Administration/Management, Technical Leadership, Technical Support, Time Management, University/School Policies, VPN (Virtual Private Network), Videoconferencing, Wireless Security
Department Overview
University of Virginia Information Technology Services (ITS) supports one of the nation's leading public research universities, serving faculty, staff, researchers, and students across a broad and highly decentralized technology environment. ITS Desktop Support Services partners with departments throughout the University to provide enterprise endpoint support, lifecycle management, customer service, and operational technology solutions that enable the University community to work effectively and securely.
The Desktop Support Services team is committed to delivering responsive, customer-focused IT support while maintaining strong operational standards, endpoint security, and sustainable technology management practices.
Position Summary
Information Technology Services (ITS) is seeking an experienced IT User Support Technician to deliver desktop support services to the University community. In this customer-facing role, the technician will support faculty and staff across multiple departments by overseeing service implementation and ongoing support. Key responsibilities include device life-cycle management, asset tracking, employee onboarding and offboarding, software deployment, troubleshooting, and customer service. The position also serves as a liaison to assigned departmental Points of Contact (POCs), helping ensure technology needs are met in accordance with the Service Level Agreement (SLA). This position is fully onsite in Charlottesville, VA.
Responsibilities
Daily Operations
- Manage Tier 1-3 incidents and service requests for assigned departments through the ServiceNow ticketing system
- Provide hands-on troubleshooting and technical support for desktop systems, peripherals, software, and connectivity issues
- Maintain strong documentation and service request tracking to ensure timely issue resolution and operational consistency
Business Relationship Management
- Develop and maintain a strong understanding of the technology needs of supported departments
- Serve as the liaison between ITS Desktop Support Services and assigned departmental Points of Contact (POCs)
- Attend regular meetings with department stakeholders to communicate updates, address concerns, and discuss future support needs
- Maintain clear, proactive communication with customers regarding service changes, operational impacts, and support expectations
- Ensure departmental technology support aligns with established service level agreements (SLAs)
Asset Management & Endpoint Support
- Manage hardware and software lifecycle activities, including procurement, deployment, maintenance, replacement, and inventory tracking
- Advise departments on approved hardware standards, configuration options, pricing, and purchasing processes
- Configure and deploy endpoint devices utilizing Microsoft Endpoint Configuration Manager (MECM), Active Directory, Jamf, and future Intune-based management solutions
- Coordinate deployment and shipment of remote devices for new hires and replacement equipment
- Install and connect devices to ITS-managed services including network registration, email, and institutional systems
System Re-Imaging & Maintenance
- Reimage and maintain endpoint devices to ensure systems remain secure, compliant, and operationally effective
- Provide warranty repair coordination and support for supported devices
- Configure and support network printers and related endpoint infrastructure
Employee Onboarding & Offboarding
- Support employee onboarding and offboarding activities, including equipment provisioning, account access, VPN, MFA, Wi-Fi, and security configuration
- Help ensure smooth transitions for faculty and staff through efficient and responsive IT support processes
New Customer Onboarding & Technical Projects
- Conduct onsite assessments of customer environments, endpoint infrastructure, and operational support needs
- Document current-state device inventories, operating systems, software licensing, file shares, and endpoint management practices
- Evaluate outdated devices and recommend remediation, upgrades, or replacement strategies
- Support migration and onboarding initiatives, including data backup, application migration, and endpoint transition planning
- Participate in departmental onboarding efforts and broader ITS or CIO portfolio initiatives as needed
Additional Responsibilities
- Provide support for port activations and network jack configuration
- Assist with vulnerability remediation efforts and malware response activities
- Grant temporary administrative rights to users as appropriate and approved
- Provide Tier 1/2 support for conference room technologies, including Zoom Rooms and related audiovisual equipment
- Support departmental relocations and technology consultation efforts
- Perform other duties as assigned
Minimum Qualifications
Education:
- High School Diploma required
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred
- Industry certifications such as CompTIA A+, Microsoft Certified Professional, or related certifications are a plus
Experience:
- Minimum of 3 years of experience in desktop support, endpoint support, or IT support roles
- Strong hands-on experience supporting Windows and MacOS operating systems and enterprise productivity applications
- Experience with asset management, hardware procurement, and endpoint lifecycle management
- Familiarity with Active Directory, Group Policy, Airtable, Jamf, Intune, MECM, MDT, and ServiceNow preferred
- Familiarity with networking concepts, endpoint connectivity, network printers, and basic networking protocols
Skills & Competencies:
- Strong troubleshooting and problem-solving skills
- Excellent customer service and interpersonal communication abilities
- Ability to manage multiple priorities in a fast-paced support environment
- Experience using ticketing systems to manage incidents and service requests effectively
- Strong organizational skills and attention to detail
Preferred Qualifications
- Experience supporting Zoom Rooms and audiovisual conferencing technologies
- Familiarity with vulnerability remediation processes and endpoint security best practices
- Understanding of ITIL framework principles and IT service management processes
- Experience supporting Microsoft Endpoint Configuration Manager (MECM), Airtable, Jamf, Intune, MDT, Active Directory, and Microsoft 365 environments
- Experience working in higher education or large enterprise IT environments
Physical Demands
This position involves frequent movement between customer locations and offices across University Grounds. The role may require lifting, transporting, and installing IT equipment weighing up to 40 pounds. Significant computer usage and extended periods of standing, walking, bending, and lifting may be required.
Position Type & Work Location
This is a full-time, exempt position that is fully onsite in Charlottesville, Virginia.
About UVA and the Community
The University of Virginia is consistently ranked among the top public universities in the nation and is known for its academic excellence, collaborative culture, and innovation. Located in Charlottesville, Virginia, UVA offers a unique combination of world-class education, vibrant community life, and access to outdoor recreation, arts, dining, and cultural opportunities.
Learn more about UVA and the Charlottesville community:
- University of Virginia
- Life in Charlottesville
Application Timeline
Applications will be reviewed as they are received. The position will remain open until filled.
Additional Requirements
This position will require a background check at the time of the offer per University policy.
How to Apply
Please apply online through Online and search for R0084038. Complete the application and upload the following required materials:
Internal applicants may search and apply for jobs on the UVA Internal Careers website.
. 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 vendor, SkillSurvey. Five professional references will be requested, and a minimum of three completed references will be required before an offer is finalized.
Contact
For questions regarding this position, please contact Bill Crane, Senior Academic 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. Learn more about UVA's commitment to non-discrimination and equal opportunity employment.