IT Technologist: Social Work Research & Public Service - UTK

Job Description

The Social Work Office of Research and Public Service (SWORPS) is seeking a service-oriented IT Technologist to provide responsive technology support, device setup, procurement coordination, inventory management, event technology support, documentation, and technology-enabled process improvement.

This role is a good fit for someone who enjoys helping people, solving practical problems, improving processes, and supporting technology in a fast-paced, mission-driven environment. The successful candidate is a responsive, service-oriented problem solver who enjoys helping others, communicates clearly with both technical and non-technical colleagues, brings practical solutions, manages competing priorities well, and follows issues through to resolution.

SWORPS supports a large, primarily remote workforce, along with onsite operations at the UT Conference Center. The IT Technologist works closely with SWORPS staff, the Budget, Finance and Operations team, the College of Social Work, OIT, vendors, and other University partners to identify needs, resolve issues, recommend improvements, and implement approved technology solutions.

This is a grant-funded position and is contingent upon the continued funding of the grant.

• Provide day-to-day technology support for SWORPS staff, including computers, laptops, peripherals, software, connectivity, access issues, device disruptions, endpoint management, and related user-support needs.
• Configure, enroll, deploy, and support new or replacement computers, laptops, printers, peripherals, and related equipment.
• Support device-level Microsoft Intune enrollment, configuration, troubleshooting, updates, and compliance follow-up in coordination with OIT and University technology partners.
• Coordinate IT procurement for SWORPS technology needs, including computers, laptops, monitors, printers, peripherals, software, cellular devices, hotspots, accessories, conference technology, and related equipment.
• Maintain accurate technology inventory records, including assigned users, locations, device status, replacement dates, warranty status, surplus status, and related documentation.
• Support SWORPS meetings, conferences, trainings, webinars, hybrid meetings, live streams, and other events.
• Document support requests, troubleshooting steps, resolutions, recurring issues, user needs, and process gaps in approved tracking systems.
• Create and maintain procedures, job aids, checklists, knowledge articles, user guidance, inventory documentation, and device setup documentation.
• Support technology improvement projects that reduce manual work, improve access to accurate information, strengthen service tracking, and improve BFO/SWORPS operations.
• Process improvement: help develop or improve SharePoint sites, knowledge-management resources, ticketing/intake systems, reports, dashboards, workflows, forms, documentation, and service processes.

What We Are Looking For

We are looking for someone who:

• Provides excellent customer service and communicates clearly, patiently, and professionally.
• Takes ownership of problems and follows through to resolution.
• Is collaborative, responsive, solution-oriented, and comfortable working across teams.
• Can manage competing priorities in a fast-paced environment.
• Notices recurring issues and looks for ways to improve processes.
• Values documentation, accuracy, consistency, and clear communication.
• Can work independently while knowing when to ask questions or escalate issues.

Required Qualifications

• Education: A ssociate degree or two additional years of combined education, training and/or experience in the required areas below.

• Experience:
  • Two years of experience in a computer hardware, software, helpdesk, endpoint support, technology support, systems support, device-management, or related technical environment.
  • Two years of experience providing technology support to end users with varying levels of technical knowledge.
• Knowledge, Skills, Abilities:
  • Knowledge of Windows and Mac hardware, operating systems, software installation, endpoint setup, peripheral support, and device troubleshooting.
  • Knowledge of basic network connectivity, printer…