### Job_Dedcrip:
The University of Virginia Information Technology Services Department (ITS) is currently seeking a.IT User Support Technician, Senior.. This position provides advanced technical support (Tier 2 Service Desk) for the entire University community and acts as a liaison with infrastructure project teams to plan, test and release new IT services....ITS at UVA is a phenomenal place to lead, grow, and deliver impact. It's an organization that values results and teamwork.  We like the people we work with and the work we get to do.  We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We embrace a commitment to diversity, equity, and inclusion.  ITS values work-life balance and provides flexible work location options where possible.  Please see additional information about.joining our team.....Individuals on the team support and communicate technical information to customers and service users with varying degrees of technical competence, perform advanced troubleshooting, data gathering, and apply technical knowledge for resolution of escalated technical support issues.  The position actively participates in various technology implementation teams, makes recommendations for product and process improvement, and creates service support knowledge/documentation for internal and external use....Benefits Include.: The choice between 3 different health plans; vision and dental insurance; life insurance; benefits savings accounts; starting with 22 days of paid time off a year in addition to 12 or more paid holidays; 8 weeks of paid parental leave; short term disability; up to $4,360 after your first year for combined use of tuition toward a degree-seeking program or up to $2,000 for professional development including classes, certification training and conferences; and more!...Duties include:..Deliver advanced level (Tier 2) support of over 150 IT Services via email, telephone, Zoom, and occasionally in-person.Identify recurring issues and appropriate workaroundsEngage infrastructure project teams as a liaison during planning, testing and release of new and changing IT servicesParticipate in major incident management processes as a liaisonCreate and collaborate on documentation and user education related to support cases, including case history details, knowledge articles for Tier 1 agents and peers....Required Qualifications.:..A High School Diploma or Equivalent  At least 5 years of related work experience Ability to provide advanced level IT support to end users for a broad array of IT services, and to communicate at the appropriate technical level for the service user.Ability to follow complex technical instructions for use of supported technologies.Applicant must be a U.S. Person...Preferred Qualifications.:..A Bachelor's degree in Computer Science, MIS, Computer Engineering, or related disciplineFive or more years of experience in customer service, IT support, or related field.Experience contributing to technology project or IT service management teams..Experience working with IT Service Management best practices (ie: ITIL®-based Incident, Problem, Change, Request and Fulfillment, and Release practices)Fundamental skills in Outlook, Word and PowerPoint..Experience supporting a wide variety of IT services in a Windows/MacOS/Android/iOS environment, such as: email clients, cloud-based or browser-based services, locally installed software, wired network and WiFi connectivity, identity and access management issues, VPN services, VOIP telephone services, and Office365 Applications....To Apply:....Please apply through Workday, and search for R0044306 . Internal applicants must apply through their UVA Workday profile by searching 'Find Jobs. ' Complete an application online with the following documents:...• Resume...•   Cover letter...Upload all materials into the resume submission field, multiple documents can be submitted into this one field. Alternatively, merge all documents into one PDF for submission. Applications that do not contain all required documents will not receive full consideration....References will be completed via UVA's standardized process Skill Survey. A total of five references will be requested via SkillSurvey during the final phase of the interview process....For questions about the application process, please contact Bill Crane  Senior IT recruiter at...For more information about UVA and the Charlottesville community please see  and...Anticipated Hiring Range:  $65,000 to $75,000...COVID Vaccination Requirement and Guidelines...Please visit the  UVA COVID-19 Job Requirements and Guidelines  webpage prior to applying for current information regarding vaccination requirementsandguidelines 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....The selected candidate will be required to complete a background check at time of offer per University Policy......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.

### Response:

Job Requirements:- At least 5 years of related work experience- Ability to provide advanced level IT support to end users for a broad array of IT services, and to communicate at the appropriate technical level for the service user- Ability to follow complex technical instructions for use of supported technologies- Applicant must be a U.S. Person- A Bachelor's degree in Computer Science, MIS, Computer Engineering, or related discipline (preferred)- Five or more years of experience in customer service, IT support, or related field (preferred)- Experience contributing to technology project or IT service management teams (preferred)- Experience working with IT Service Management best practices (ie: ITIL-based Incident, Problem, Change, Request and Fulfillment, and Release practices) (preferred)- Fundamental skills in Outlook, Word and PowerPoint (preferred)- Experience supporting a wide variety of IT services in a Windows/MacOS/Android/iOS environment, such as: email clients, cloud-based or browser-based services, locally installed software, wired network and WiFi connectivity, identity and access management issues, VPN services, VOIP telephone services, and Office365 Applications (preferred)