IT User Support technician

UVA Health

1d•Onsite

About The Position

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).

Requirements

High School Diploma required. Associate’s or Bachelor’s degree in a related field preferred.
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.
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.

Nice To Haves

IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
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.
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.

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Recommend upgrades or replacements for outdated devices, renew licenses, and mitigate security risks.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.
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.
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).
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.
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.
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.