IT User Support Technician

Department Overview

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 Desktop Support Services team is committed to delivering responsive, customer-focused IT support while maintaining strong operational standards, endpoint security, and sustainable technology management practices.

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.

• Manage Tier 1-3 incidents and service requests for assigned departments through the Service Now 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

• 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)

• 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

• 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

• 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

• 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…