Senior Desktop Support Analyst: Office of Innovative Technologies - UTK

Job Description

Serves as a direct customer representative of OIT to faculty, staff and students. Responds to requests for technical assistance via phone, email, or on-site. Provides technical support for a wide variety of hardware, operating systems, software, audio and video, mobile and smart devices. Leads special projects and/or supervises personnel for a project. Creates documentation and training, and mentors other team members and users.

Requires minimal work quality review and oversight.

• Provides senior level desktop and networking support to faculty, staff and students
• 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 the most complex technical problems and provides solutions that are efficient and effective
• Modifies processes as necessary, communicating with management and other team members
• Proactively pursues emerging technology to apply to and improve our processes
• Works collaboratively to provide technical expertise and support to users as well as other team members
• Develops and provides training to other team members
• Creates documentation or knowledge‑base articles and instructions for campus users
• Proactively identifies errors or gaps in documentation, and creates and shares appropriate documentation as needed

• Education:
  
  Associate’s degree
• Experience:
  
  Associate’s degree plus three years of relevant desktop experience, or at least five years of relevant desktop experience with a high school diploma
• Knowledge, Skills, Abilities:
  • Broad technical knowledge of a wide variety of computer hardware, operating systems, networking, software applications, and peripherals
  • Ability to rapidly triage problems and respond with appropriate solutions, modifying processes as required
  • Ability to assess and learn new technologies and apply them appropriately
  • Ability to work as a project leader, as a team member, or as an individual
  • Ability to thoroughly document resolution to technical issues
  • Excellent customer service skills and ability to communicate technical information
  • Strong organizational skills

• Education:
  
  Bachelor’s degree
• Experience:
  
  Five years of relevant experience
• Knowledge, Skills, Abilities:
  • ACMT certification
  • Ability to develop thorough documentation of processes or issues

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.

• Location:
  
  Knoxville, Tennessee
• Onsite

• UT market range: MR09
• Anticipated hiring range: $53,000 - $60,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here