Remote IT Help Desk Analyst - Student & Staff Support

Knoxville Technology Council; Knoxville (TN); Hybrid; USD 48,000 - 52,000; Full time

Job summary

The University of Tennessee, Knoxville, Office of Information Technology is seeking a Help Desk Analyst to provide frontline IT support across phone, email, and chat channels. You will troubleshoot issues, assist faculty, staff, and students, and contribute to knowledge articles and process improvements.

Ideal candidates have strong communication and problem-solving skills, experience in customer service, and the ability to document and follow technical guidance.

Qualifications

• Associate’s Degree or equivalent experience.
• 2 years of Customer Service.

Responsibilities

• Provide frontline IT support via phone, email, and chat to faculty, staff, and students.
• Troubleshoot technical issues and support software and account-related services.
• Document, track, update, and close support tickets; test and implement improvements.
• Mentor student assistants and new staff; contribute to knowledge articles and processes.
• Communicate university IT policies and participate in testing new technologies.

Skills

PC troubleshooting

DNS & DHCP

Office 365

Email clients

Customer service

Communication

Documentation

Group facilitation

Project coordination

Problem solving

Independent work

Technical research

Education

Associate’s Degree or equivalent experience

Job description

The University of Tennessee, Knoxville, Office of Information Technology is seeking a Help Desk Analyst to provide frontline IT support across phone, email, and chat channels. You will troubleshoot issues, assist faculty, staff, and students, and contribute to knowledge articles and process improvements.

Ideal candidates have strong communication and problem-solving skills, experience in customer service, and the ability to document and follow technical guidance.