Help Desk Analyst

University of Virginia’s Facilities Management division is seeking a Help Desk Specialist to provide assistance to end users relating to computer hardware/software, smartphone/tablet support, and/or networking problems. The incumbent will work with technical staff or vendors to solve problems and provide excellent customer service to Facilities Management employees, while supporting a wide variety of devices in diverse environments across Grounds. Device users range from staff in a typical office setting to front-line trades who rely solely on a mobile device in the field to technicians maintaining complex systems within our energy utility plants. You will help support producers of high-end graphics and AutoCAD designs, building automation technicians, construction project managers and upper-level management – all who help support the University’s mission by ensuring 24/7 operations of our buildings and Grounds. Every day is unique in this fast-paced environment, and you will gain valuable knowledge and skills that can help further your IT career.

Duties Include:

• Provide technical support to the university community to resolve first tier common desktop software, hardware and communications issues in an efficient and timely manner. Accurately document request history. Triage and route second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineering, and application development.
• Provide high quality customer service through courteous and professional communication. Support and maintain effective relationships with consistent follow-up and documentation.
• Perform system upgrades and new system deployments when needed.
• Provide basic application and system training for users.
• Assist in the development of standard operating procedures and customer service guidelines.
• In addition to the above job responsibilities, other duties may be assigned.

The University of Virginia requires compliance with the Health System policy OCH-002 for this position The selected candidate will also pass a criminal background check and health screen.

Minimum Requirements:

• High School Diploma or Equivalent with one year of experience.
• Experience installing, repairing, and troubleshooting microcomputers with Windows devices is required.
• A valid Virginia Driver's License is required.

Preferred:

• Bachelor’s degree in computer science, MIS, computer engineering or related discipline preferred.
• Some experience with Windows 10 and 11 and Microsoft Office Suite and 0365; as well as experience with iOS smartphones is highly preferred.

Anticipated Hiring Range: $20.00 - $22.50/ hour ($45,760.00-46,800.00 annualized) commensurate with education and experience.

Physical Demands:

Facilities Management has an active environment that requires our technicians to walk or drive to various locations across UVA grounds.

To Apply:

Visit are job posting: http://jobs.virginia.edu/us/en/job/R0056072/Help-Desk-Analyst

Complete an application online and attach:

1. Cover letter to include your interest in the position and your knowledge, skills, abilities, and experiences

2. Resume or CV

For questions about the application process, please contact Bill Crane, Senior Academic Recruiter, xer5ff@virginia.edu

For more information about UVA and the Charlottesville community please see www.virginia.edu/life/charlottesville and https://embarkcva.com/

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library,are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.