Technology Support Specialist

The University of Virginia's Office of the Vice President and Chief Student Affairs Officer is seeking a Technology Support Specialist ("Specialist"). The position serves on the Student Affairs Technology team and enables the department to provide activities, programming, support, and services to students, staff, faculty, and external clients. The Specialist acts under the direction of the Director of Technology and in close coordination with the Technical Services Manager and the Audio Visual Manager.

The Specialist will support and maintain in-house desktop computer and audio-visual equipment, including operating, maintaining, distributing, installing, configuring, repairing, and upgrading various hardware and software products while ensuring their optimal performance in support of daily operations and for theatrical, conference, athletic, and other types of special events.

The position is customer service-oriented and effectively manages technology-based projects and resources in a diverse environment. The successful candidate possesses excellent verbal and listening skills, as well as written communication skills for conveying technical guidance. Assignments require significant coordination and planning. The Specialist is expected to make informed, independent decisions to assess issues and solve problems in a timely manner.

The is a 40 hour/week position with an alternative work schedule to provide support to users and clients after hours and on weekends.

Purpose

The position supports approximately 50 desktop machines in an IT infrastructure consisting of Windows and MacOS workstations, Windows servers, and related peripherals, and provides end-user technical support to staff in the Office of the Dean of Students. Desktop support responsibilities include the installation, support, and maintenance of desktop computers and peripherals. The position also assists users in the optimal use of these resources.

The Specialist supports audio-visual equipment in 25+ rooms and spaces in Newcomb Hall and satellite locations. Audio-visual support responsibilities include the operation, scheduling, support, and maintenance of in-house audio-visual equipment, including sound, projection, and video equipment. The position provides technical direction for events and activities that require audio-visual support in these spaces. The position will work with student staff.

In the event of an emergency and/or related institutional closure, the position may be designated by a supervisor to perform responsibilities associated with student support and continuity of University operations.

Responsibilities

The Specialist conducts most technical support activities independently, addressing moderately complex problems and using experience and judgment in selecting among authorized procedures. When more difficult problems are encountered or decisions are required related to exception to procedure, new system implementation, or fiscal expenditures, the Specialist will confer with the supervisor. 

Interactions are primarily with end users and staff in the Office of the Dean of Students and clients or users in Student Affairs meeting and student spaces, such as Newcomb Hall. The incumbent will also work with external departments, including but not limited to, ExecTech, Information Technology Services, Cavalier Computers, and third-party space integrators.

Infrastructure and Desktop Support

In coordination with the Technology Services Manager, the Specialist installs, configures, and maintains individual Windows and MacOS workstations, application software, and mobile devices. The incumbent also ensures that workstations function well with attached hardware and local network environment. The Specialist designs and implements workable installation procedures to maintain workstation integrity and usability. The Specialist maintains in-house Windows servers and coordinates with ITS for support of outsourced servers and manages and monitors printers and printer connections. The incumbent evaluates and troubleshoots networking, configuration, or other technical problems, and responds promptly to requests for assistance. The Specialist remains aware of Student Affairs plans for disaster recovery.

Audio-Visual Support

In coordination with the Audio Visual Manager, the Specialist configures and maintains the audio-visual equipment for events scheduled in student activity spaces, including Newcomb Hall, the Student Activities Building, the Forum at Observatory Hill, the University Chapel, Ern Commons, and the 1515 Building. The incumbent consults with and advises clients concerning audio-visual needs for various events and activities and recommends appropriate equipment and level of service. The Specialist Utilizes EMS scheduling software and collaborates with Event Planning Services to schedule resources as needed for events in designated venues. In coordination with a student staff, the incumbent provides and leads on-site set-up and operation of technical equipment needed for events, and responds promptly to requests for audio-visual technical support for events and activities in these spaces.

Assessment, Maintenance, and Planning

In consultation with supervisor and colleagues, the Specialist evaluates unit hardware, software, and networking needs, and recommends strategies to address those needs. The incumbent participates in the planning and implementation of inter-unit projects as needed. The Specialist performs maintenance on technical equipment, including a comprehensive preventive maintenance program and assists in developing strategies for future equipment and technology needs.

The incumbent keeps accurate written documentation of all installation, operation, reconfiguration, and upgrade procedures necessary to maintain operational status of individual workstations, networks, and audio-visual equipment. Providing technical documentation that is accurate, clear, and concise is essential. The Specialist also provides up-to-date knowledge of equipment contracts and supervises contract-based installations or projects and keeps current with laws and regulations pertaining to events and technology, from state laws, OSHA regulations, fire codes, and University policies.

Required Qualifications

Required Education: Bachelor’s degree or equivalent work experience/combination
Required Experience: A minimum of 1 year of direct job-related experience:

• Demonstrated experience providing desktop support as well as managing and troubleshooting networked computing resources. Advanced knowledge of computing technologies including Windows and Mac hardware, operating systems, common applications, computer security procedures, and network environments.

• Demonstrated knowledge of and ability to troubleshoot and repair various audio-visual equipment components and systems, including sound and lighting systems.

The successful applicant has the ability to provide user training to improve computer literacy and proficiency and facilitate use of audio-visual equipment and must be able to quickly acquire knowledge of the University computing environment and its resources.

The successful applicant must also:

• Demonstrate excellent time management and organizational skills

• Be adept at tactfully managing a wide array of user needs.

• Be confidential and discreet.

• Be able to make independent decisions to assess daily issues.

• Possess good verbal and written communication skills to convey technical guidance and information to users and to provide excellent customer service.

Must be physically able to exert 40 lbs. of force frequently to lift, carry, push, pull, or otherwise move objects. Must be able to lift/carry 40 lbs.

Preference will be given to candidates with two-four years of direct job-related experience. Functional experience with Crestron/Extron systems, EMS software, Lutron Lighting, and distributed AV systems is preferred.

The anticipated salary range for this position is $40,000-$55,000, commensurate with qualifications and experience. The successful candidate will pass a background check. PROCESS FOR INTERNAL UVA APPLICANTS: Please apply through your Workday Home page, search “Find Jobs,” and search for ‘Technology Support Specialist.' Complete an application online and attach a cover letter, resume, and contact information for three references (name, email address, telephone number, address). PROCESS FOR EXTERNAL UVA APPLICANTS: Please visit UVA job board https://uva.wd1.myworkdayjobs.com/UVAJobs, search for Requisition R0007578, complete the application and attach a cover letter, resume, and contact information for three references (name, email address, telephone number, address). Please note that multiple documents can be uploaded in the box. Applications that do not contain all of the required documents will not receive full consideration. For information regarding the position or the application process, please contact Michele Jarman at emj2us@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.