University of Virginia · 14 hours ago
IT Operations Support Specialist
Charlottesville, VA
Full-time
Hybrid
Entry Level
$54K/yr - $54K/yr
1+ years expThe University of Virginia is seeking an IT Operations Support Specialist to enhance the technological infrastructure and operational support for its centralized student service center. This role focuses on optimizing services for Pell-eligible students by administering systems, analyzing service channels, and providing real-time support.
Higher Education
Responsibilities
Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all software systems (i.e new user setup, tier-one troubleshooting, etc)
Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements
Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms
Serve as the primary point of contact for One Stop technology-related needs and issues
Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on real-time resource allocation
Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes
Use data insights to recommend and implement service improvements and technology enhancements
Recommend, develop and support technology solutions that enable seamless transitions between channels (e.g., chat to phone, phone to in-person)
Provide support for initiatives that increase the personalization and responsiveness of service delivery
Support extended service offerings, such as off-hours communication via chatbot, that meet the diverse needs of Pell-eligible students
Partner with One Stop leadership, frontline staff, and IT to understand evolving student needs and respond with agile technology solutions
Participate in planning sessions to design long-term technology and service strategies that promote equity and access
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience)
At least 1 year of experience supporting enterprise technology systems in a customer-facing environment
Experience with Salesforce (Service Cloud preferred) or similar case management systems, contact center or interaction management platforms
Demonstrated ability to analyze data and produce actionable reporting
Strong communication and interpersonal skills; ability to work effectively with cross-functional teams
Preferred
Experience working in a higher education setting, particularly in student services or enrollment management
Familiarity with omni-channel service strategies and tools (e.g., chat, email, SMS, self-service portals)
Salesforce Administrator certification or equivalent experience
Company
University of Virginia
The University of Virginia was founded in 1819 as the model for modern universities that has since been emulated all over the world.
10001+ employees
H1B Sponsorship
University of Virginia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (263)
2024 (223)
2023 (262)
2022 (202)
2021 (163)
2020 (155)
Funding
Current Stage
Late StageLeadership Team
Greg Fairchild
Dean and CEO, UVA|Northern Virginia
Luis Alvarez
President and CEO
Recent News
The Republic Reporter
2024-02-29
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