IT User Support Technician

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. Key responsibilities include device life-cycle management, asset tracking, employee onboarding and offboarding, software deployment, troubleshooting, and customer service. The position also serves as a liaison to assigned departmental Points of Contact (POCs), helping ensure technology needs are met in accordance with the Service Level Agreement (SLA). This position is fully onsite in Charlottesville, VA. 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
• Advise 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
• Coordinate 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
• Provide warranty repair coordination and support for supported devices
• 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
• Participate in departmental onboarding efforts and broader ITS or CIO portfolio initiatives as needed

Additional Responsibilities

• Provide support for port activations and network jack configuration
• Assist with vulnerability remediation efforts and malware response activities
• Grant temporary administrative rights to users as appropriate and approved
• Provide Tier 1/2 support for conference room technologies, including Zoom Rooms and related audiovisual equipment
• Support departmental relocations and technology consultation efforts
• Perform other duties as assigned

• 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 preferred
• Familiarity with networking concepts, endpoint connectivity, network printers, and basic networking protocols

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
• Experience using ticketing systems to manage incidents and service requests effectively
• Strong organizational skills and attention to detail, * Experience supporting Zoom Rooms and audiovisual conferencing technologies
• Familiarity with vulnerability remediation processes and endpoint security best practices
• Understanding of ITIL framework principles and IT service management processes
• Experience supporting Microsoft Endpoint Configuration Manager (MECM), Airtable, Jamf, Intune, MDT, Active Directory, and Microsoft 365 environments
• Experience working in higher education or large enterprise IT environments

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. Position Type & Work Location

University of Virginia Information Technology Services (ITS) supports one of the nation's leading public research universities, serving faculty, staff, researchers, and students across a broad and highly decentralized technology environment. ITS Desktop Support Services partners with departments throughout the University to provide enterprise endpoint support, lifecycle management, customer service, and operational technology solutions that enable the University community to work effectively and securely., 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.