Knowledge and Help Services Coordinator
- Employer
- University of Virginia
- Location
- Charlottesville, VA
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Job location: Charlottesville, VA
Employment Type: Full-time
Posted data: 2019-03-08
Req: R0001958
The Information and Technology Services University of Virginia is seeking a Knowledge and Help Desk Services Coordinator to join their team. This position will coordinate and manage knowledge documentation across multiple Tier 2 help desk technical support teams in various departments of the University. The role includes an emphasis on detail, process, and technical writing; it will coordinate with knowledge authors to update knowledge articles in a timely manner, verify consistency with established documentation standards, assist authors with use of the knowledge creation process and develop related documentation and training. The position also assists the Help Desk Coordinator with all aspects of managing an outsourced service desk by coordinating quality reviews, process training, reporting, and acting as a general liaison of the UVA Help Desk with internal Tier 2 and Tier 3 support teams.
A Bachelor's degree in Computer Science, MIS, Computer Engineering or related discipline and at least three years of experience is required. Relevant experience may be considered in lieu of a degree.
Successful candidates must possess the ability to produce documentation in a defined format, communicate clear instructions to others, both verbally and in writing, and professionally interact with highly technical internal stakeholders as well as non-technical end users. Preference will be given to candidates that have experience with creating, editing or reviewing technical support documentation, experience working with help desk or user support functions and processes, working with incident management, knowledge management, and help desk operations and/or process improvement processes.
Proficiency in Microsoft Office Document Processing applications (including Word) or web-based document editing tools is required. Proficiency in ServiceNow and Sharepoint is preferred. An ITIL Foundations Certification is also preferred.
To apply for this position please visit: https://uva.wd1.myworkdayjobs.com/UVAJobs and search on requisition R0001952. Questions related to the application process can be directed to Zach Harpine at zh5zt@virginia.edu.
The University of Virginia, including the UVA Health System and the University Physician’s Group 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, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.Organization
In 1819, the University of Virginia established a new model for intellectual exchange and cross-disciplinary collaboration in higher education. Two hundred years later, as a major research institution, we continue to challenge conventions, lead with ingenuity and advance knowledge for the common good.
What began as an innovative idea has become one of the nation’s leading public research universities, with over 21,000 undergraduate, graduate and professional students. UVA also has over 3,000 full-time faculty offering more than 400 degrees.
Each of the University’s eleven schools has its own distinctive mission, working together to garner consistently high rankings—including #2 Best Value Public College (Princeton Review, 2016), #3 Public University in the Nation (U.S. News & World Report, 2016), and #3 Best Value Among Public Colleges (Kiplinger’s, 2016).
As we invest in and strengthen our research capabilities, UVA seeks new faculty ready to uncover new insights, rewrite old rules and collaborate on intellectual discoveries.
RESEARCH COLLABORATIONS THAT CROSS DISCIPLINES
As an R1 institution, the University’s research centers, consortia and laboratories are on the leading edge of discovery and technology, offering collaborative spaces for students and faculty to solve global problems.
Our professors are recognized members of major national scholarly and professional organizations, including the National Academy of Sciences and the American Academy of Arts and Sciences. Our faculty’s engagement in interdisciplinary research is being facilitated by new research institutes specializing in everything from big data to brain functioning, and by cluster hires across schools.
NATIONALLY RANKED HEALTH SYSTEM
UVA is also home to a nationally renowned academic medical center and the UVA Health System, which serves a three-part mission to treat patients, conduct translational research and train medical practitioners in a wide variety of disciplines.
Established as the nation’s 10th medical school in 1825, the institution has since grown to include a 612-bed hospital and a Level I trauma center, nationally recognized cancer and heart centers, a Children’s Hospital, and primary and specialty clinics throughout Central Virginia.
The UVA Medical Center is consistently ranked among the nation’s best hospitals by the U.S. News & World Report magazine and has been named among the top 25 percent in seven specialties.
INSPIRING STUDENTS, INSPIRED TEACHING
The vast majority of UVA students come from the top 10% of their high school class, as well as from all 50 states, over 142 countries and a variety of socioeconomic backgrounds. Despite their diversity, all UVA students share a love of learning and a drive to achieve.
One of the reasons students choose Virginia is our unique residential culture. At UVA, the community of students, faculty and staff personifies the Jeffersonian idea that living and learning are connected. The Academical Village was constructed to support a unique residential experience, with faculty living in the Pavilions, students occupying Lawn rooms and the world-famous Rotunda at its heart. The University’s residential culture continues to support this experience today—strengthened by students, faculty and staff rich in backgrounds, ideas and perspectives. Our unique culture is also paying dividends in innovation: UVA’s faculty have generated more than 130 patents since 2010.
Perhaps most importantly, faculty come to UVA knowing that instruction is as important as research, and they pride themselves on their many teaching awards. Our best professors look for ways to encourage, mentor and develop tomorrow’s leaders inside and outside the classroom.
LIFE IN CHARLOTTESVILLE
Living in Charlottesville you’ll find sophisticated restaurants, world-renowned wineries and breweries, cosmopolitan arts and music, friendly urban and suburban neighborhoods and a Piedmont landscape that has lured adventurous souls for centuries. No wonder the U.S. National Bureau of Economic Research named Charlottesville the “happiest city in America” in 2014.
In addition to UVA and its health system, several major employers have facilities in Charlottesville, including State Farm, Northrop Grumman, the U.S. Department of Defense, GE and others. Charlottesville is also becoming a center for innovative start-up businesses. The University also actively helps spouses and partners of faculty members build their networks and pursue employment opportunities with a wide variety of area employers.
The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply. In accordance with the Americans with Disabilities Act Amendments Act of 2008 (ADAAA) and the Rehabilitation Act of 1973, qualified individuals with disabilities are protected from discrimination and may be entitled to reasonable accommodations to assist in their pursuit of employment at the University. This includes assistance in completing the online job application as well as reasonable accommodations during the interview process. Please contact the UHR Service Center: 434.982.0123 orAskHR@virginia.edu to request assistance.
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