Desktop Support Analyst: Office of Innovative Technologies - UTK

University of Tennessee • Knoxville, TN

3d • $45,000 - $50,000 • Onsite

About The Position

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.

Requirements

• Associate’s Degree and 2 years of relevant desktop experience OR, high school diploma and 4 years of relevant desktop experience
• 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.

Nice To Haves

• Bachelors degree
• 4 years of relevant experience
• ACMT certification
• Ability to develop thorough documentation of processes or issues

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

Benefits

• career development and coaching
• continued education
• extensive list of development and training possibilities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree