Onsite Desktop Support Analyst & IT Troubleshooter

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 45,000 - 50,000; Full time

Job summary

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.

Qualifications

• 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

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

Skills

Desktop support

Networking

Troubleshooting

Documentation

Customer service

Project leadership

ACMT training

Education

Associate’s Degree

High school diploma

Tools

ACMT Certification

Job description

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.