IT Technician 2-ITS Customer Technical Support

University of Tennessee; Memphis (TN); On-site; USD 42,000 - 44,000; Full time

Job summary

UT Health Sciences seeks an IT Technician 2 to deliver responsive customer support for students, faculty and staff. The role focuses on hardware/software troubleshooting, device configuration, and campus print kiosk maintenance, operating on a strictly on-site schedule.

The position requires an Associate's Degree and 1 year of related experience, or a Bachelor's Degree in lieu of experience. Strong communication and organizational skills are essential.

Qualifications

• Knowledge of Microsoft operating systems and Macintosh operating systems.
• Excellent organizational and communication skills to explain solutions clearly.

Responsibilities

• Provide 1st and 2nd tier technical support via phone, email, or walk-in for UT Health Sciences students, faculty, and staff.
• Utilize remote access to resolve incidents and update workstations when needed.
• Document problems and route complex issues to 3rd tier in the ticketing system.
• Configure computing devices and install software brought to the Service Desk.
• Repair and maintain student print kiosks across the campus.
• Run remediations and malware cleanup as requested by Cybersecurity.
• Test software/hardware before production release and assist with account management tasks.
• Perform related duties as assigned.

Skills

Microsoft OS

MS Office

MacOS

Communication

Organization

Education

Associate's Degree

Bachelor's Degree (in lieu of experience)

Job description

Market Range: 07

Hiring Salary: $20.65/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS:

The IT Technician 2 provides quality customer service to UT Health Sciences students, faculty, and staff who need technical assistance. This position repairs UT Health Sciences computer equipment via phone, web portal, or walk-in to the Service Desk call Center. This position is 100% onsite and does not allow a remote or hybrid schedule.

• Provides both 1st and 2nd tier problem solving technical support via phone, email, or walk-in to all UT Health Sciences students, faculty, and staff.
• Utilizes remote access software to resolve incidents, install software and update workstations for users in all locations including internationally as well as home on personal equipment.
• Documents all technical problems and assigns 3rd tier workflow in ticketing system.
• Configures computing devices and installs software brought to the Service Desk.
• Repairs and maintains student print kiosks located in various buildings all over the UT Health Sciences campus.
• Runs computer remediations and malware cleanup at the request of the Cybersecurity department.
• Tests and evaluates software applications as well as new hardware before production release.
• Collates information and submit service requests for account management tasks, cloud-based service access and equipment moves and setups across the UT Health Sciences.
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS:

• EDUCATION: Associate's Degree. (TRANSCRIPT REQUIRED)
• EXPERIENCE: One (1) year of related work experience; OR Bachelor's Degree in lieu of one experience; OR a combination of education and experience to equal three (3) years. (Associates Degree in Information Technology and one (1) year of job-related experience or job-related certificates are acceptable/preferred).

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to communicate solutions to a variety of computer problems.