IT Support Specialist — On-site Government Tech

State of Tennessee; Knoxville (TN); On-site; USD 55,000 - 83,000; Full time

Job summary

State of Tennessee's Tennessee Bureau of Investigation in Knoxville seeks a Business Technical Support - Intermediate to provide front-line IT support, troubleshoot hardware, software and connectivity, install and configure systems, and document resolutions.

Under supervision, you will onboard new users, create training resources, maintain logs, and coordinate with enterprise IT support, vendors, and external entities to ensure day-to-day operations run smoothly.

Qualifications

• Bachelor's degree and one year of relevant technical experience in IT support or systems administration.
• Associate's degree in IT may substitute for the bachelor's.
• Relevant experience may substitute for education up to four years.

Responsibilities

• Provide tier 2 on-site and remote support to resolve hardware, software, mobile device, and other technical issues.
• Configure and deploy customer-specific images for desktop computers, printers, and audiovisual equipment.
• Perform administrative tasks such as maintaining backup procedures, managing system access, and updating logs.
• Create and update support documentation, user guides, and training resources.
• Assist in reviewing logs, identifying system anomalies, and coordinating issue resolution.
• Maintain communication with customers throughout issue resolution processes.
• Support training for users on agency applications and IT systems.
• Coordinate with enterprise IT support divisions, vendors, and external entities for service and support issues.
• Onboard new users and agency transfers, ensuring all day one equipment is deployed and access is granted.
• Offboard users by terminating access, recovering equipment, and ensuring data transfers, as necessary.

Skills

Active Learning

Complex Problem Solving

Critical Thinking

Writing

Reading Comprehension

Education

Bachelor's degree

Associate's degree in IT

Tools

PCs

Phones

Printers

Mobile devices

Audiovisual systems

Job description

State of Tennessee's Tennessee Bureau of Investigation in Knoxville seeks a Business Technical Support - Intermediate to provide front-line IT support, troubleshoot hardware, software and connectivity, install and configure systems, and document resolutions.

Under supervision, you will onboard new users, create training resources, maintain logs, and coordinate with enterprise IT support, vendors, and external entities to ensure day-to-day operations run smoothly.