IT User Support Technician

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.

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
• Advises 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
• Coverage 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
• 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
• Support departmental onboarding efforts and broader ITS or CIO portfolio initiatives as needed
• Additional Responsibilities
• Provide support for port activations and network jack configuration
• Aid in vulnerability remediation efforts and malware response activities
• Grant temporary administrative rights to users as appropriate and approved
• Support departmental relocations and technology consultation efforts
• Perform other duties as assigned

Education

• Minimum Qualifications: 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

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
• Effective use of ticketing systems to manage incidents and service requests
• Strong organizational skills and attention to detail

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

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.