Device Management Technician, Information Technology

University of Tennessee•Chattanooga, TN

About The Position

The Device Management Technician provides second line (Tier II) support for all staff and faculty at the University of Tennessee at Chattanooga. The Technician works in a dynamic, fast-paced environment - often, with minimal supervision - to provide services over the phone, through e-mail, in person, and chat across campus. The Technician troubleshoots issues and provides support and repairs for desktops, mobile and smart devices, hardware, printers, software, and audio and video.

Requirements

Requires a high school diploma and two years of relevant IT technician/ IT customer service experience, or an equivalent combination of education, training, and experience.
Knows and executes on decisions which are within their scope
Knows and asks for assistance on decisions which are outside of their scope
Experience and knowledge with desktop operating systems including Windows and Mac OS
Application support knowledge
Incident management application knowledge
Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Demonstrated problem-solving and multi-tasking skills
Good documentation skills
Ability to effectively deal with conflict
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Ability to work effectively in a team oriented, high demand and fast paced environment

Nice To Haves

Bachelor’s degree in a related field
Prior higher education experience preferred
1 + year of Customer Service experience
1 + year of Technical (hands-on) hardware & software installation experience
Incident management application knowledge and experience preferred

Responsibilities

Troubleshoots technical issues for any university device to include faculty and staff devices, projectors, multimedia switches, control systems, document cameras, networking, desktop computers and software, to include operating systems, word processing, spreadsheets, and video capture and streaming
Sets up, modifies, and repairs university hardware and software
Provides emergency, first response support to technology-enhanced learning environments to troubleshoot problems in a timely fashion
Troubleshoots problems using scripts and checklists as guides and escalates when necessary
Contributes to the development of and adheres to Service Levels Agreements that determine the appropriate use and support of technology on campus
Documents all work in our ticketing system
Follows current university Information Security best practice policies and procedures
Provides best effort support of all technologies, including specialized or scientific equipment or instrumentation
Leverages imaging software to manage University computers across campus
Researches questions and/or problems and finds technical solutions
Develops, tests, and documents solutions to problems
Assists in the deployment of new images, software/hardware upgrades, and fixes
Provides routine first level support and coordination with vendor for warranty repairs/replacement
Assists in mentoring and orienting new employees and student workers
Performs quality assurance tests on newly installed learning technology equipment
Interfaces and serves as a resource for university IT support personnel outside of central IT
Advises, consults, and recommends technology for departmental purchases of equipment and software
May provide minimal on-the-spot training to clients
May lead small or special projects and/or assist with supervising personnel for initiatives
Assists with maintaining a clean, work environment
Attends Information Technology & Infrastructure staff meetings
Ensures work hours/time is logged and entered within payroll deadlines
Performs other duties as assigned/needed