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

Responsibilities

• 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

Qualifications

Required Qualifications

• 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

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.

Preferred Qualifications

• Education: Bachelors degree

• Experience: 4 years of relevant experience

• Knowledge, Skills, Abilities:

  • ACMT certification

  • Ability to develop thorough documentation of processes or issues

Work Location

• Location: Knoxville, TN

• Onsite

Compensation and Benefits 

• 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

Application Instructions

To express interest, please submit an application with the noted below attachments. 

• Resume

• Cover Letter

About The Division

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.