IT Technician - College of Communication and Information - UTK

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 56,000 - 59,000; Full time

Job summary

University of Tennessee, Knoxville is seeking an IT Technician to provide comprehensive technical leadership and support for academic, administrative, and research technologies within the College of Communication and Information (CCI). The role involves independent analysis, project design and implementation, data-driven problem solving, and proactive planning to meet the college’s strategic goals.

You will supervise student workers, manage asset lifecycle, support classroom and AV systems, and

Qualifications

• Education: Associate’s Degree in any field; IT or IS preferred.
• Experience: 3+ years of IT tasks and projects from start to finish.
• Knowledge, Skills, Abilities: OS, network programming, cybersecurity; independently analyze problems; configure and maintain hardware, software, servers, AV equipment; strong communication; lead student workers; knowledge of UT/OIT policies; MS Office; Windows/Mac maintenance; MDM platforms for Windows (Intune) and Mac OS (JAMF); networking, printers, and classroom tech troubleshooting.

Responsibilities

• Plan, evaluate, design, deploy, test, and maintain IT systems for CCI students, faculty, staff.
• Resolve hardware/software issues across desktops, laptops, servers, printers, AV equipment, and networking.
• Monitor help-desk tickets and analyze usage to improve processes.
• Oversee installations, ensure policy and cybersecurity compliance.
• Maintain asset database and enter assets over $1,500 into the ERP system (DASH).
• Provide first-line support and training for computer, networking, and classroom tech issues.
• Perform advanced maintenance and troubleshooting for technology infrastructure.
• Lead IT projects, define objectives, manage resources, ensure timely delivery.
• Develop data-driven solutions and forecast future tech needs.
• Document IT systems, procedures, and best practices.
• Supervise student workers and train them for end-user support.

Skills

OS knowledge

Networking

Cybersecurity

Problem solving

Team leadership

Documentation

MS Office

Windows/Mac maintenance

Intune

JAMF

DASH ERP

Cheqroom

Customer service

Education

Associate’s Degree

Bachelor’s Degree (preferred)

Tools

Intune

JAMF

Cheqroom

DASH ERP

MS Office

Job description

Job Description

Under the general direction of the Assistant Director of IT and Facilities, the IT Technician provides comprehensive technical leadership and support for all academic, administrative, and research technologies within the College of Communication and Information (CCI). This role is responsible for the independent analysis and resolution of complex technical challenges, and the design and implementation of IT projects that support the college's strategic goals. This role requires a proactive approach to assessing needs and developing original solutions. The IT Technician will analyze data on technology usage and system performance to forecast future needs and proactively address potential issues. This includes the ability to design new systems and services that improve efficiency and user experience. The technician ensures the seamless operation of a wide range of technologies, including classroom computers, tablets, phones, cameras, docking stations, projectors, televisions, technology-enhanced classrooms, and network infrastructure. They also serve as the primary point of contact for all CCI IT, facility support, event coordination, and asset management, acting as a liaison between stakeholders and the IT team. This position exercises independent judgment in leading a team of student workers. The IT Technician is responsible for directing work, providing training, and overseeing their performance to maintain high standards of service delivery.

Responsibilities

• Independently plans, evaluates, designs, deploys, tests, and maintains information technology systems to meet the needs of CCI students, faculty, and staff, ensuring alignment with university objectives.
• Analyzes and resolves technical issues for hardware and software, including desktops, laptops, servers, printers, audio-visual equipment, and network infrastructure, using diagnostic tools and collaboration with OIT/UT support teams.
• Monitors, manages, and analyzes IT and facility help-desk/ticket/support requests, leveraging usage statistics to recommend process improvements.
• Oversees the implementation and documentation of new technology installations, ensuring compliance with OIT/UT policies and cybersecurity standards.
• Maintains an asset management database for all CCI equipment (Cheqroom) and software licenses, managing life-cycle planning and ensuring equipment over the $1,500 threshold is entered into the ERP system (DASH) and tagged as an asset.
• Provides first-line support and training (via phone, email, or in-person) for faculty, staff and students on computer, networking, and technology-enhanced classroom issues.
• Performs advanced maintenance and troubleshooting for technology infrastructure, including programming support for CCI systems to enhance functionality.
• Ensures facility projects and repairs are completed with robust IT support infrastructure in place.
• Leads small- to medium-scope IT projects, independently defining project objectives, managing resource allocation, and ensuring timely delivery of solutions that align with the college’s strategic goals and needs.
• Designs and implements original, data-driven solutions to complex technical problems.
• Forecasts future technology needs by actively researching and evaluating emerging technologies, ensuring proactive alignment with both the organization's evolving needs and university-wide standards.
• Develops and maintains comprehensive documentation of IT systems, procedures, and best practices.
• Analyzes data on technology usage and project outcomes to generate detailed reports and provide strategic recommendations to leadership.
• Manages and optimizes the full lifecycle of technology assets, including tracking inventory, maintaining warranty records, and planning proactive maintenance and refresh cycles.
• Supervises and directs a team of student workers, scheduling and training them to provide high-quality end-user support for camera and event technologies.
• Configures, tests, and troubleshoots presentation hardware and software, including web/video/audio conferencing technologies, to support on- and off-site events.
• Trains on-site presenters and staff on the use of complex audio-visual equipment, such as cameras, projectors, microphones, and sound systems.
• Proactively identifies and resolves time-critical malfunctions, providing primary and secondary backup solutions for audio-visual hardware failures.
• Other related duties as assigned

Qualifications

Required Qualifications

• Education: Associate’s Degree in any field, information technology or information systems preferred.
• Experience: 3 or more years of relevant experience successfully handling various IT tasks and projects from start to finish
• Knowledge, Skills, Abilities:
• Knowledge of computer operating systems, network programming, and cybersecurity best practices.
• Ability to independently analyze technical problems, formulate solutions, and implement them in collaboration with senior staff.
• Skills in configuring and maintaining computer hardware, software, servers, and audio-visual equipment, including cameras, projectors, and sound systems.
• Strong verbal and written communication skills to document processes, provide training, and deliver excellent customer service via phone, email, or in-person.
• Ability to lead and supervise student workers, providing work direction and fostering a collaborative team environment.
• Knowledge of university IT policies, OIT/UT procedures, and general best practices for technology support.
• Proficiency in MS Office, Windows/Mac OS maintenance, Mobile Device Management platforms for Windows (Intune) and Mac OS (JAMF), networking, printers, and classroom technology troubleshooting.
• Ability to prioritize tasks, maintain calm under pressure, and manage time effectively in a dynamic environment.
• Skills in software and hardware testing, maintenance, and documentation.

Preferred Qualifications

• Education: Bachelor’s Degree in any field, information technology or information systems preferred.
• Experience: N/A
• Knowledge, Skills, Abilities:
• Knowledge of technology support challenges in higher education, particularly in communication and media fields.
• Experience with imaging software, trouble ticket tracking systems, and database administration.
• Ability to research and recommend technologies for teaching, research, and administrative purposes.
• Proficiency in explaining complex technical information to diverse end users and training staff on technology use.

Work Location

• Location: Knoxville, TN
• Onsite

Compensation And Benefits

• UT market range: MR08
• Anticipated hiring range: $56,000-59,000
• 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 College/Department/Division

At the College of Communication and Information, we strive to ignite students’ passions so they can carry on the torch of excellence. Once they become a part of the CCI community, they’ll learn to be innovative leaders, thinkers, and Volunteers in whatever calling they choose to follow in the communication and information world. We are part of a Land Grant Institution embedded in communities to make those communities a better place. Our alumni, students, faculty, and staff strive to positively impact the lives of people in our state through our teaching, scholarship, creative work, and through our engagement and service. CCI as a college is well poised to deliver upon all of those areas to become the most nationally distinctive but locally relevant College of Communication and Information in the country.

Additional Information on all postings provided by UTK

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. Apply today and join the Tennessee Volunteer community!