Desktop Support Analyst: Office of Innovative Technologies - UTK

University of Tennessee, Knoxville; Knoxville (TN); Vor Ort; USD 45.000 - 50.000; Vollzeit

Zusammenfassung

The University of Tennessee, Knoxville, Office of Innovative Technologies seeks an experienced IT professional to provide advanced endpoint troubleshooting and desktop support for faculty, staff, and students on campus and remotely.

You will diagnose hardware, operating systems, software, and network issues, mentor teammates, create documentation, and participate in small projects as needed. Strong customer service and ACMT training are valued.

Qualifikationen

• Associate’s Degree and 2 years of relevant desktop experience
• Or, high school diploma and 4 years of relevant desktop experience
• Broad technical knowledge of hardware, OS, networking and peripherals
• Ability to rapidly triage problems and respond with solutions
• Ability to document resolution of technical issues
• Excellent customer service skills
• ACMT training and certification preferred
• Strong organizational skills

Aufgaben

• Provides desktop and networking support to faculty, staff and students via phone, email or onsite - includes wide variety of hardware, operating systems, software applications, peripherals, etc.
• Configures, installs and/or repairs computer equipment including operating systems and applications
• Supports users on and off campus, including other IT personnel in units outside OIT and on other campuses.
• Analyzes technology needs and recommends solutions
• Researches technical problems/questions and provides solutions that are efficient and effective
• Proactively pursues emerging technology to apply to and improve our processes
• Develops and provides training to other team members
• Creates documentation or knowledge-base articles and instructions for campus users
• Works collaboratively with other team members providing mentoring or creating documentation or training
• Performs other related duties as required

Kenntnisse

Desktop support

Networking

Troubleshooting

Documentation

Customer service

Project leadership

ACMT training

Ausbildung

Associate’s Degree

High school diploma

Tools

ACMT Certification

Jobbeschreibung

Job Description

This position is responsible for providing advanced endpoint troubleshooting, of both hardware and software to University of Tennessee systems. This position serves as a direct customer interface representative to faculty, staff and students; responds to requests for technical assistance via phone, email, or on-site; troubleshoots, supports and repairs hardware, operating systems, software, audio and video, mobile and smart devices; may lead small or special projects and/or supervise personnel for a project; creates documentation and training and mentors other team members and users; requires minimal work quality review and oversight.

• Hiring for multiple positions

Responsibilities

• Provides desktop and networking support to faculty, staff and students via phone, email or onsite - includes wide variety of hardware, operating systems, software applications, peripherals, etc.
• Configures, installs and/or repairs computer equipment including operating systems and applications
• Supports users on and off campus, including other IT personnel in units outside OIT and on other campuses.
• Analyzes technology needs and recommends solutions
• Researches technical problems/questions and provides solutions that are efficient and effective
• Proactively pursues emerging technology to apply to and improve our processes
• Develops and provides training to other team members
• Creates documentation or knowledge-base articles and instructions for campus users
• Works collaboratively with other team members providing mentoring or creating documentation or training
• Performs other related duties as required

Qualifications

Required Qualifications

• Education and Experience:
• Associate’s Degree and 2 years of relevant desktop experience
• Or, high school diploma and 4 years of relevant desktop experience
• Knowledge, Skills, Abilities:
• Broad technical knowledge of wide variety of computer hardware, operating systems, networking, software applications, and peripherals
• Ability to rapidly triage problems and respond with appropriate solutions
• Ability to assess & learn new technologies and apply them appropriately
• Ability to work individually, as a team member, or as a project lead
• Ability to thoroughly document resolution to technical issues.
• Excellent customer services skills
• Ability to complete ACMT training and acquire certification
• Strong organizational skills

Preferred Qualifications

• Education: Bachelors degree
• Experience: 4 years of relevant experience
• Knowledge, Skills, Abilities:
• ACMT certification
• Ability to develop thorough documentation of processes or issues

Work Location

• Location: Knoxville, TN
• Onsite

Compensation And Benefits

• UT market range: MR08
• Anticipated hiring range: $45,000-$50,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

About The Division

The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.

About Us

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine.