The University of Virginia Law School seeks an entry-level Help Desk Technician to join the Law IT Team for a limited term, 12-month appointment (approximately November 2026 to October 2027). The Law School is consistently recognized as one of the top law schools in the country, with a dynamic faculty who excel in teaching, scholarship, and service. The environment is active and vibrant, with numerous faculty and student-organized events year-round. The Law School takes pride in its collegiality and commitment to excellence and service.
The Help Desk Technician will work closely with a team of IT professionals to provide customer support to Law School faculty, staff, students, and guests. The Technician will staff the Law IT service desk; assist with walk-in, phone, and email requests involving issues with mobile devices, laptops, desktops, software; and, provide support for events at the Law School. The Technician will also help mentor undergraduate student workers who help staff the customer service desk. The Technician will document issues and resolutions clearly in the help desk ticketing system and will report to Law IT's User Support Manager.
This is an in-person position at the Law School without the opportunity for remote work.
This position will not consider candidates who require immigration sponsorship now or in the future.
Responsibilities Include: - Serve as the first point of contact for help desk tickets submitted through the Law IT ticketing system, providing technical support to Law School faculty, staff, students, and guests.
- Triage incoming requests, resolving resolve routine issues directly and routing more complex issues to other appropriate LawIT personnel according to LawIT's established escalation protocols.
- Staff the service desk on a scheduled rotation, providing direct in-person support and serving as a guide for undergraduate students who help staff the service desk.
- Accurately document request history, issues, and resolutions in the ticketing system.
- Maintain strong working relationships with IT professionals in areas such as network services, software systems engineering, and application development to secure timely resolution on behalf of the user.
- Provide high-quality customer service through courteous and professional communication, with consistent follow-up and documentation.
- Support classroom and instructional technology needs as assigned, including basic AV troubleshooting.
- Provide technical support for events during normal office hours and occasional weekend and evening hours.
- Assist with onboarding and offboarding tasks, such as account provisioning and equipment setup for faculty, staff, and students, as directed.
Perform system upgrades and new system deployments when needed.
Provide basic application and system training for users.
Minimum Qualifications:- High school diploma or equivalent.
- Two or more years of relevant experience providing technical support in a help desk or similar roles.
Preferred Education and Experience: - Bachelor's degree in Computer Science, MIS, Computer Engineering, or a related field.
Experience providing technical support in a higher education environment.
- Working knowledge of Microsoft 365 at the end-user level (Outlook, Teams, SharePoint, OneDrive) and of Windows and/or macOS in a higher-education or professional office environment.
Familiarity with help desk ticketing systems and IT service management practices.
General networking knowledge and ability to troubleshoot basic connectivity issues.
Experience providing in-person and remote technical support, with a strong customer service orientation.
Ability to prioritize and triage a shifting workload, and to exercise sound judgment on when to escalate issues.
Experience training or mentoring student workers.
Physical Demands: The position requires the ability to lift computer equipment and printers up to 50lbs and connect and disconnect computers and peripherals under desks or tables. This job also requires sitting and standing for prolonged periods, frequently bending, stooping, walking (distance: 1 - 2 miles/day), climbing (ladder, steps), reaching, and the use of both a keyboard and touch screen equipment. Proficient communication, auditory, and visual skills, attention to detail, and the ability to type on a keyboard are required.
To Apply :Please apply online , by searching for requisition number R0088942 . Complete an application with the following documents:
Resume Cover Letter Upload all materials into the resume submission field. You can submit multiple documents into this one field or combine them into one PDF. Applications without all required documents will not receive full consideration.
*** Please note that ALL REQUESTED documents MUST be uploaded in the resume submission field, and you can combine documents into one PDF. *** **Applications that do not have all the required documents will not receive full consideration.***The University will perform background checks on all new hires prior to employment.
Questions regarding the position should be directed to Jason Bayers, User Support Manager, at . Questions regarding the application process should be directed to, Bill Crane Academic Recruiter Xer5ff @virginia.edu .
The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA's commitment to non-discrimination and equal opportunity employment .
Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force.
Equal Opportunity Employer
