Desktop Support Specialist: Office of Innovative Technologies - UTK

Job Description

This position is responsible for providing advanced endpoint troubleshooting of both hardware and software to University of Tennessee systems. The role serves as a direct customer interface representative to faculty, staff and students; responds to requests for technical assistance via phone, email, or on-site; troubleshoots, supports and repairs hardware, operating systems, software, audio and video, mobile and smart devices; may lead small or special projects and/or supervise personnel for a project;

creates documentation and training and mentors other team members and users; requires minimal work quality review and oversight.

• 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

• Education and Experience:
  • Associate’s Degree and 2 years of relevant desktop experience
  • Or, high school diploma and 4 years of relevant desktop experience
• Knowledge, Skills, Abilities:
  • Broad technical knowledge of wide variety of computer hardware, operating systems, networking, software applications, and peripherals
  • Ability to rapidly triage problems and respond with appropriate solutions
  • Ability to assess & learn new technologies and apply them appropriately
  • Ability to work individually, as a team member, or as a project lead
  • Ability to thoroughly document resolution to technical issues.
  • Excellent customer services skills
  • Ability to complete ACMT training and acquire certification
  • Strong organizational skills

• Education:
  
  Bachelors degree
• Experience:
  
  4 years of relevant experience
• Knowledge, Skills, Abilities:
  • ACMT certification
  • Ability to develop thorough documentation of processes or issues

• Location:
  
  Knoxville, TN
• Onsite

• UT market range: MR08
• Anticipated hiring range: $45,000-$50,000
• 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.

• Resume
• Cover Letter