Technical Support 1- School of Medicine
Job location: Charlottesville, VA
Employment Type: Full-time
Posted data: 2019-10-23
UVA’s School of Medicine and Health Information Technology is seeking a Tech Support 1 to assist users/departments in implementing requests or proposals and in deriving needs assessments. The employee will provide support for desktop, mobile computing, and client/server technology and use knowledge of systems analysis to implement and support technical solutions. They are developing skills and performing assignments that are generally routine in nature and at the task level on a daily or regular basis. They have minimal latitude for unreviewed actions/decisions. They work under immediate supervision, seeking assistance when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems arise.
Technical Support 1 support employees receive inbound requests through phone, web forms, or email and is the “First-Responder” to any technical support issue. The Tech Support 1 gathers information, provides thorough documentation, categorizes, prioritizes, analyzes, routes, and assigns incidents and any requests reported by customers. TS1 is responsible for acknowledging, processing, and trouble-shooting an Incident or Request. TS1 staff can escalate to a Tier 2/Tier 3 resource and are required to follow documented escalation procedures.
Typical Work/Duties Include:
- Analyze current and proposed departmental/user hardware and software systems; develop and maintain systems for the various constituencies within the unit.
- Review proposals that consist of objectives, scope, and user expectations; gather facts, analyze data, and prepare proposal synopses comparing alternatives in terms of cost, time, and availability of resources.
- Analyze problems on computer applications and systems for students, faculty, and staff; provide technical assistance to departmental user support staff.
- Provide individual and/or group instruction and training to students, faculty, and/or staff on computer technologies.
- Provide technical support for research and development initiatives and for the implementation of new technologies for adoption.
- Write structured programs, as appropriate, using technologically current programming languages to support systems.
- Bachelor's degree in Computer Science, MIS, Computer Engineering or related discipline and less than one year of experience. Relevant experience may be considered in lieu of a degree.
This position will remain open until filled. This is a full-time Non-Exempt level, benefited position. This position will not sponsor applicants for work visas. Anticipated Hiring Range: $20.28 - $24.00 an hour (equivalent to $42,184.40 - $49,920 a year) depending upon education and experience. The University will perform background checks on all new hires prior to employment. This position will also require an Education Verification. (FSAKA). Process for External Applicants: Please apply through Workday, and search for ‘R0010048'. Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and relationship). Process for Internal UVA Applicants: Please apply through your Workday Home page, search “Find Jobs,” and search for ‘R0010048’ Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and relationship). For questions about the position or the application process, please contact Lauren Jackson, IT Recruiter at firstname.lastname@example.org.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.