IT User Support technician

IT User Support Technician - Information Technology Services (ITS)

Information Technology Services (ITS) at the University of Virginia provides the foundational technology, systems, and services that enable the University's teaching, research, and administrative functions. ITS Desktop Services supports faculty, staff, and departments with comprehensive IT support, ensuring reliable, secure, and efficient technology experiences across the institution.

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).

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• Recommend upgrades or replacements for outdated devices, renew licenses, and mitigate security risks.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

Ongoing Support Responsibilities

• Manage Incidents and Service Requests through the Service Now (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.

Asset Management & Support

• Manage hardware/software life cycles, 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).

System Re-Imaging & Maintenance

• 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.

Employee Onboarding & Offboarding

• 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.

Other Responsibilities

• Provide Net Admin 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.

• Education:
  • High School Diploma required. Associate's or Bachelor's degree in a related field preferred.
  • IT certifications (e.g., CompTIA A+, Microsoft Certified…