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The School of Education and Human Development at the University of Virginia seeks an IT Help Desk Analyst 2 to provide consultative and technical support services to faculty, staff and students to ensure timely problem resolution, system/data access and optimal system performance. They provide support for desktop, mobile computing, and client/server technology. IT Help Desk Analyst 2 employees are distinguished from IT Help Desk Analyst 1 employees by their development and beginning application of their technical skills, additional variation in activities, longer-term assignments, and the latitude to apply skills to solve routine problems without review and devise approaches to performing assignments. They perform routine daily activities without supervision. They work on longer-term assignments under immediate supervision. They may train, serve as a resource, or provide guidance to IT Help Desk Analyst 1 employees on routine work, processes, and policies. They begin working with related teams and client groups and working toward specific team goals.

Responsibilities include:

• Provide technical support to the university community to resolve first and second tier common desktop software, hardware and communications issues in an efficient and timely manner. Accurately document request history. Triage and route advanced 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 engineers, and application developers.

• 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. May assist with hardware and software evaluation.

• Follow proper procedures related to secure computing, account maintenance and purchasing.

• Maintain accurate documentation to support these efforts.

Minimum Requirements
Education: Bachelor's degree in Computer Science, MIS, Computer Engineering or related discipline
Experience: At least one year of experience. Relevant experience may be considered in lieu of a degree.

Physical Demands
The prospective candidate is required to be able to lift Computers and Printers up to 50 lbs to install new computers and printers and also relocate computers and printers. It also requires the candidates to have ability to crawl under desks to connect and disconnect computers and printers. This job involves extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

Application Instructions: Please apply through Workday and complete an application online. Include the following documents:

• A CV/resume

• Cover Letter (optional)

All documents can be loaded into the resume submission field, multiple documents can be submitted into this one field. Internal applicants must apply through their UVA Workday profile. Incomplete applications will not be considered.

For questions about the application process, please contact Margaret Weeks , Academic Recruiter. Before a formal offer of employment is extended, the selected candidate will undergo a background check per university policy.

COVID Vaccination Requirement and Guidelines

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

The University of Virginia, i ncluding 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.