Desktop Support Analyst: Office of Innovative Technologies - UTK

This position is responsible for providing advanced endpoint troubleshooting, of both hardware and software to University of Tennessee systems. This position 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.

• Hiring for multiple positions

• 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.

The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships…