Law IT Help Desk Technician, School of Law

UVA Health • Charlottesville, VA

3d • Onsite

About The Position

The University of Virginia School of Law is hiring an entry-level Help Desk Technician for its Law IT Team. This is a limited-term, 12-month appointment, approximately November 2026 to October 2027. The position provides customer support to Law School faculty, staff, students, and guests, working closely with other IT professionals. The Technician staffs the service desk and responds to walk-in, phone, and email requests involving mobile devices, laptops, desktops, and software. The role also supports Law School events, helps mentor undergraduate student workers, and documents issues and resolutions in the help desk ticketing system. The position reports to the Law IT User Support Manager.

This is an in-person position at the Law School with no opportunity for remote work. Candidates who require immigration sponsorship now or in the future will not be considered. The University conducts background checks on all new hires before employment.

Requirements

• High school diploma or equivalent.
• At least two years of relevant experience providing technical support in a help desk or similar role.
• Working knowledge of Microsoft 365 at the end-user level, including Outlook, Teams, SharePoint, and OneDrive, and of Windows and/or macOS in a higher-education or professional office environment.
• Familiarity with help desk ticketing systems and IT service management practices.
• General networking knowledge and ability to troubleshoot basic connectivity issues.
• Experience providing in-person and remote technical support, with a strong customer service orientation.
• Ability to prioritize and triage a shifting workload and exercise sound judgment about when to escalate issues.
• Ability to lift computer equipment and printers up to 50 pounds and connect and disconnect computers and peripherals under desks or tables.
• Ability to sit and stand for prolonged periods and frequently bend, stoop, walk 1–2 miles per day, climb ladders or steps, reach, and use a keyboard and touch-screen equipment.
• Proficient communication, auditory, and visual skills; attention to detail; and ability to type on a keyboard.

Nice To Haves

• Bachelor's degree in Computer Science, MIS, Computer Engineering, or a related field.
• Experience providing technical support in a higher education environment.
• Experience training or mentoring student workers.

Responsibilities

• Serve as the first point of contact for help desk tickets and provide technical support to Law School faculty, staff, students, and guests.
• Triage incoming requests, resolve routine issues, and route complex issues to appropriate Law IT personnel according to established escalation protocols.
• Staff the service desk on a scheduled rotation, provide in-person support, and guide undergraduate students who help staff the desk.
• Document request histories, issues, and resolutions accurately in the ticketing system.
• Maintain working relationships with IT professionals in network services, software systems engineering, and application development to support timely issue resolution.
• Provide courteous, professional customer service, including consistent follow-up and documentation.
• Support classroom and instructional technology needs, including basic AV troubleshooting.
• Provide technical support for events during normal office hours and occasional evenings and weekends.
• Assist with onboarding and offboarding tasks, including account provisioning and equipment setup, as directed.
• Perform system upgrades and new system deployments when needed.
• Provide basic application and system training for users.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED