IT Service Desk Support

KNOXVILLE CHAMBER OF COMMERCE; Knoxville (TN); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Knoxville Utilities Board is seeking an IT Technician to join a team that supports a variety of technologies across the organization. You will assist internal employees and contractors by evaluating, prioritizing, and resolving requests via phone, email, ticketing system, and in person, delivering excellent customer service.

The ideal candidate will have knowledge of Windows 10/11, Microsoft 365 applications, and general desktop technologies, with responsibilities including configuring and

Qualifications

• High School Diploma or equivalent and experience supporting IT applications and equipment.
• Exceptional customer interaction skills and professionalism.
• Strong analytical and process-oriented skills for problem solving.
• Working knowledge of Windows, Microsoft Office products, and general PC skills.
• Must have and maintain a valid driver’s license.
• KUB does not provide immigration sponsorship for this position.

Responsibilities

• Provide technical support to internal employees and contractors by evaluating, prioritizing, and responding to requests via telephone, voicemail, email, ticketing system, and in person.
• Troubleshoot and resolve issues across hardware, software, networking, telephone systems and devices with remote and in-person support.
• Configure and deploy new computers and perform other technical tasks as needed.
• Help maintain inventory during downtime and provide excellent customer service.

Skills

Customer service

Problem solving

Analytical thinking

Education

High School Diploma or equivalent

Tools

Windows 10/11

Microsoft 365

Exchange

Azure

Office 365

Job description

Classification: IT Technician

Work Hours: 40+ hours / week: M-F

About KUB

KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role

This position is part of a collaborative, team-oriented environment supporting a variety of technologies across the organization. The successful candidate will provide technical support to internal employees and contractors by evaluating, prioritizing, and responding to requests received by telephone, voicemail, e-mail, ticketing system, and in person. Responsibilities include troubleshooting and resolving issues via remote assistance and in person with hardware, software, networking, telephone systems and devices, and other computer-related technologies while delivering excellent customer service. The ideal candidate demonstrates initiative, strong problem-solving skills, and a customer-first mindset by proactively resolving issues as they arise while balancing other responsibilities, such as configuring and deploying new computers, completing other technical support tasks, and helping maintain inventory during downtime. The role requires knowledge of Windows 10/11, Microsoft 365 collaboration and productivity applications, and general desktop technologies. Parti

Qualifications

Physical Requirements

This position is a hybrid of sedentary and physical work, and performed in a typical office environment. Duties involve sitting most of the time with occasional walking or standing. The role may require occasional lifting, carrying, pushing, or pulling of items up to 40 pounds. Bending, stooping, or reaching may occasionally be required. Physical demands may vary by position and may occasionally exceed those described above.

Minimum Requirements

High School Diploma or equivalent with experience in supporting IT applications and equipment

Exceptional customer interaction skills and professionalism

Strong analytical and process-oriented skills for problem solving

Working knowledge of Windows, Microsoft Office products, and general PC skills

Must have and maintain a valid driver’s license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements

2+ years of experience in supporting IT applications and equipment

Experience with troubleshooting and solving customer hardware and software issues

Experience with Exchange, Azure, and the Office 365 platform

Selection Process

Phase 2 - Experience, training, and education evaluation

Phase 3 - Interview with department representatives

Phase 4 - Written, performance, and behavioral exercises

Phase 5 - Background Investigation

Phase 6 - Physical assessment and/or drug screen*

*KUB is part of the Tennessee Drug Free Workplace Program

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer