Position Summary

The EdTech Service Desk Analyst is a key member of the Information Systems team, providing technology support that enables teaching, learning, and administrative excellence. This role delivers front-line technical assistance to faculty, staff, and students, ensuring reliable access to systems, applications, and technology resources.

The successful candidate will support a diverse technology environment, providing hands-on assistance for desktop, mobile, and endpoint technologies across both Apple and Windows platforms. This role serves as the primary technical resource for faculty using the Canvas Learning Management System and plays a critical role in ensuring classrooms have functional and reliable audiovisual technology that supports effective teaching, learning, and collaboration.

This position is ideal for a customer-focused technology professional who enjoys building relationships, solving problems, and making a positive impact in an educational environment.

Responsibilities

• Deliver exceptional technical support to faculty, staff, and students through multiple service channels, including phone, email, remote assistance, and walk-in support
• Manage and resolve Service Desk incidents and requests in accordance with established service-level expectations and support standards
• Diagnose, troubleshoot, and resolve hardware, software, network, and account-related issues to minimize disruption to teaching, learning, and administrative operations
• Configure, deploy, maintain, and inventory endpoint devices, peripherals, and enterprise software applications
• Partner with faculty and academic stakeholders to support technology-enabled instruction across in-person, hybrid, and online learning environments
• Provide training, consultation, and ongoing support for the Canvas Learning Management System and related instructional technologies
• Deliver timely support for advanced classroom audiovisual, conferencing, and livestreaming technologies to ensure a seamless teaching and learning experience
• Administer, troubleshoot, and maintain Crestron-controlled classroom technology systems, ensuring reliable performance and minimal downtime
• Document technical procedures, troubleshooting steps, and knowledge-base articles to improve service delivery and self-service resources
• Collaborate with Information Systems team members and campus partners on technology deployments, upgrades, and continuous improvement initiatives

Minimum Qualifications

Education:

• High school diploma or equivalent required

Experience:

• Three or more years of experience providing technical support, customer service, or IT service desk support in a professional environment

Preferred Qualifications

• Additional coursework in Information Technology, Computer Science, or a related field
• Bachelor’s degree strongly preferred

Physical Demands

This role combines desk-based computer work with hands-on support throughout multiple academic and healthcare facilities. The position requires regularly moving between locations across the UVA Health complex to provide technical assistance and support technology deployments.

Candidates must be able to lift and transport computers, peripherals, and related equipment weighing up to 30 pounds.

Salary Range

$24.00 to 27.00 an hour this is a Non-Exempt position

Position Type and Work Location

This is a full-time, on-site position supporting multiple academic and healthcare facilities across the UVA Health complex.

Additional Requirements

VISA sponsorship will not be offered for this position now or in the future.

The selected candidate will be required to complete a background check prior to their first day of employment.

How to Apply

Please apply online, by searching for requisition number R0085232. Complete an application with the following documents:

EdTech Support Desk Analyst (Open)

Internal applicants may search and apply for jobs on the UVA Internal Careers website.

• Cover letter

• Resume

Reference Check Process

Reference checks will be completed by UVA’s third-party partner, SkillSurvey, during the final phase of the interview. Five references will be requested, with at least three responses required.

Contact

Job Profile

J1508 - IT User Support Operations and Service 3

Career Stream and Level

Operations and Service-O3

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.