University of Virginia Facilities Management is seeking a Help Desk Specialist to provide assistance to end users relating to computer hardware/software, smartphone/tablet support, and/or networking problems. The incumbent will work with technical staff or vendors to solve problems and provide excellent customer service to Facilities Management employees. This is a non-exempt level benefited position.Duties Include:Provide technical support to the University community to resolve first and second tier 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.In addition to the above job responsibilities, other duties may be assigned.Minimum Qualifications:Bachelor's degree in Computer Science, MIS, Computer Engineering or related discipline and at least one (1) year of experience installing, repairing, and troubleshooting computersEquivalent combination of experience, education, and training may be considered in lieu of a degreeValid drivers license is requiredPreferred Qualifications:Experience with Windows 10/11 and Microsoft Office Suite 0365; as well as experience with iOS smartphones is highly preferred.Anticipated Hiring Range: $45,000 - $55,000Physical Demands:Facilities Management has an active environment that requires our technicians to walk or drive to various locations across UVA grounds.The selected applicant will be required to complete a background check prior to their first day of employment per university policy.TO APPLY:Please visit the UVA job board: and search for “R0060341”Complete an application online and attach:1. Cover letter to include your interest in the position and your knowledge, skills, abilities, and experiences2. ResumePROCESS FOR INTERNAL UVA APPLICANTS: Please apply through your Workday Home page, search “Find Jobs”, and search for “R0060341".Review of applicants will begin May 6, 2024 and the position will remain open until filled.***Please note that you MUST upload ALL documents into the CV/Resume box. Applications that do not contain all of the required documents will not receive full consideration. ***For questions about the application process, please contact Rhiannon O’Coin, Senior Academic Recruiter,The University of Virginia, including 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.
