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The School of Education and Human Development at the University of Virginia seeks to hire a Help Desk Support Analyst 3 employee 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. Help Desk Support Analyst 3 employees are distinguished from IT Help Desk 2 employees by their fully developed technical skills and beginning acquisition of advanced skills, activities that are more complex, the latitude to apply skills to solve most problems without review and to devise the approach and method to performing assignments, and regular performance of long-term or non-routine assignments with minimal supervisory intervention. They often train or provide guidance to IT Help Desk Analyst 1 and 2 employees. Their interactions are with fellow team members and coordinating team members; with assigned student, faculty, or staff clients; and with external vendors or service providers. They regularly work toward specific team goals and assist clients in achieving their teams' 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 a strong working relationship 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. May assist with hardware and software evaluation.

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

Physical Demands
This position requires the ability to lift computers and printers up to 50lbs onto desks. You also need to be able to crawl under desks to disconnect computer equipment. This is a job involving 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.