IT Technician - College of Communication and Information - UTK

Job Description

Under the general direction of the Assistant Director of IT and Facilities, the IT Technician provides comprehensive technical leadership and support for all academic, administrative, and research technologies within the College of Communication and Information (CCI). This role is responsible for the independent analysis and resolution of complex technical challenges, and the design and implementation of IT projects that support the college's strategic goals.

This role requires a proactive approach to assessing needs and developing original solutions. The IT Technician will analyze data on technology usage and system performance to forecast future needs and proactively address potential issues. This includes the ability to design new systems and services that improve efficiency and user experience. The technician ensures the seamless operation of a wide range of technologies, including classroom computers, tablets, phones, cameras, docking stations, projectors, televisions, technology-enhanced classrooms, and network infrastructure.

They also serve as the primary point of contact for all CCI IT, facility support, event coordination, and asset management, acting as a liaison between stakeholders and the IT team. This position exercises independent judgment in leading a team of student workers. The IT Technician is responsible for directing work, providing training, and overseeing their performance to maintain high standards of service delivery.

• Independently plans, evaluates, designs, deploys, tests, and maintains information technology systems to meet the needs of CCI students, faculty, and staff, ensuring alignment with university objectives.
• Analyzes and resolves technical issues for hardware and software, including desktops, laptops, servers, printers, audio-visual equipment, and network infrastructure, using diagnostic tools and collaboration with OIT/UT support teams.
• Monitors, manages, and analyzes IT and facility help-desk/ticket/support requests, leveraging usage statistics to recommend process improvements.
• Oversees the implementation and documentation of new technology installations, ensuring compliance with OIT/UT policies and cybersecurity standards.
• Maintains an asset management database for all CCI equipment (Cheqroom) and software licenses, managing life-cycle planning and ensuring equipment over the $1,500 threshold is entered into the ERP system (DASH) and tagged as an asset.
• Provides first-line support and training (via phone, email, or in-person) for faculty, staff and students on computer, networking, and technology-enhanced classroom issues.
• Performs advanced maintenance and troubleshooting for technology infrastructure, including programming support for CCI systems to enhance functionality.
• Ensures facility projects and repairs are completed with robust IT support infrastructure in place.
• Leads small- to medium-scope IT projects, independently defining project objectives, managing resource allocation, and ensuring timely delivery of solutions that align with the college’s strategic goals and needs.
• Designs and implements original, data-driven solutions to complex technical problems.
• Forecasts future technology needs by actively researching and evaluating emerging technologies, ensuring proactive alignment with both the organization's evolving needs and university-wide standards.
• Develops and maintains comprehensive documentation of IT systems, procedures, and best practices.
• Analyzes data on technology usage and project outcomes to generate detailed reports and provide strategic recommendations to leadership.
• Manages and optimizes the full lifecycle of technology assets, including tracking inventory, maintaining warranty records, and planning…