Working Title: Research/AV Associate
Position Type: University Operational and Administrative Staff
Department: School of Medicine, Institutional Analysis and Computing
Posting Date: 10-31-2017
The Institutional Analysis Department within the School of Medicine at the University of Virginia is seeking a Help Desk Analyst III. The incumbent is responsible for providing a wide range of technical assistance to departmental staff, faculty, and students. This position is integral to the support of the School of Medicine's hardware and software needs of end users. The incumbent works with multiple departments, vendors, and third parties on issues involving maintenance, new initiatives, support, and troubleshooting. Additional duties include assisting with writing procedures, collecting and analyzing data related to desktop support, and maintaining records as appropriate.
The position requires a Bachelor's Degree in Computer Science, MIS, Computer Engineering, related discipline or equivalent work experience (eight years of related work experience is equivalent to Bachelor's Degree). Position requires a minimum of three years of information technology experience in a customer service role providing desktop, OS, and network support. Successful candidate will have broad knowledge of multiple computer operating systems, network protocols as well as standard security tools and methodologies.
Must have experience with MS Office (Word, Outlook, Excel, PowerPoint), MS Operating System and Apple OS, strong customer service, interpersonal communication, teamwork and project management skills. Must have ability to troubleshoot and prioritize requests. Linux experience is preferable.
This is a restricted position contingent upon the continued availability of funding.
Required Knowledge, Skills and Abilities:
1. Ability to troubleshoot Mac and Windows computers.
2. Basic knowledge of printers, networks and server-based applications.
Strong verbal and written communication skills to convey technical guidance and information to users.
3. Strong customer service and communication skills.
4. Ability to configure email and wireless on mobile devices.
5. Able to manage multiple projects and tasks
6. Knowledge of current computing technologies, software/hardware, network configurations, multi-user systems, network security protocols, Windows (7+) and Macintosh (OSX 10.10+) operating systems, and troubleshooting techniques and procedures.
7. Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.
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