Technical Support Specialist

Job Description

The University of Tennessee Foundation, Inc (UTFI) invites applications and nominations to fill the position of Technical Support Specialist. Reporting to the Vice President of Technology and Innovation, Chief Technology Officer, the Technical Support Specialist is responsible for providing front-line and secondary technical assistance to Foundation employees and Central Services staff.

This role will triage and resolve IT incidents, maintain accurate documentation, manage software licensing and inventory, and deliver user training on systems, software, policies and procedures.

Job responsibilities include, but are not limited to:

End-User Support: Provide Tier 1 and Tier 2 support for hardware, software, and user account issues. Serve as Tier 3 escalation point to the University of Tennessee Information Technology team as needed. Diagnose and resolve hardware and software problems efficiently. Schedule and perform regular maintenance and repairs for end-user devices. Configure, install, and test end-user software and hardware. Recommend and implement process improvements to enhance IT service delivery.

Create, modify, and deactivate user accounts while maintaining appropriate access controls and security group assignments. Maintain and contribute to the IT Service Management (ITSM) system and Advancement Technology Knowledge Base.

Training and Documentation: Develop and maintain end-user support and technical documentation. Deliver training sessions on software applications, systems, and Foundation IT policies and procedures. Assist with onboarding and training of new employees. Ensure all IT documentation is accurate, comprehensive, and regularly updated.

Inventory and Licensing: Maintain a comprehensive inventory of all software licenses, hardware assets, and peripherals. Coordinate the distribution, tracking, and lifecycle management of end-user devices. Ensure timely replacement and proper allocation of hardware and peripherals.

Required

Education and Experience:

• 4+ years of experience with a High School Diploma or GED
• Demonstrated ability to provide exceptional customer service to users with varying technical skill levels
• Experience in installing, configuring, administering, and troubleshooting desktop and laptop hardware, software and peripherals
• Proficiency in developing and delivering end-user training and maintaining documentation for systems, applications, and IT processes.
• Familiarity with Help Desk and IT asset management systems for tracking service requests and inventory.
• Recognize symptoms of network or device security issues, perform basic troubleshooting, and elevate tickets to the appropriate IT/security teams.
• Strong analytical and problem‑solving skills with the ability to learn new technologies quickly and independently.
• Excellent communication, interpersonal, and organizational skills with a focus on accuracy, efficiency, and confidentiality.

A valid driver’s license with an acceptable driving record is required due to travel responsibilities of the position. UTFI reserves the right to consider all appropriate circumstances. In general, any significant driving offense less than 12 months old will eliminate the application from consideration for the position.

Preferred

Education And Experience:

• 2+ years of experience with an Associate's degree
• CompTIA A+ and/or CompTIA Network+ certification; other relevant certifications such as ITIL or Microsoft credentials preferred

Applications must include a completed candidate profile, cover letter, and resume. Candidates selected to move forward in the evaluation process will be asked to provide contact information for three professional references. References will not be contacted without explicit permission of the candidate.

When determining minimum qualifications, only information entered into the candidate profile can be considered. Please ensure your candidate profile is completed in its entirety as it relates to qualifying education/work experience.

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for…