Help Desk Analyst: Office of Innovative Technologies - UTK

University of Tennessee • Knoxville, TN

3d • $48,000 - $51,500 • Onsite

About The Position

The Help Desk Analyst provides frontline IT support through phone, email, and chat channels. The role assists faculty, staff, and students by troubleshooting technical issues, answering questions, supporting software and account-related services, and communicating university IT policies. The position also contributes to service improvement through knowledge article development, testing new technologies, and recommending solutions. This position serves as a key customer support resource within the Office of Information Technology (OIT), helping ensure the University community can effectively use technology services and resources. In addition to resolving technical issues, the role supports team development by mentoring student assistants and new staff while promoting knowledge sharing and continuous improvement within the HelpDesk.

Requirements

• Provide frontline IT support.
• Troubleshoot technical issues.
• Support software and account-related services.
• Develop knowledge articles.
• Test new technologies.
• Recommend solutions.
• Mentor student assistants and new staff.

Responsibilities

• Provide frontline IT support through phone, email, and chat channels.
• Assist faculty, staff, and students by troubleshooting technical issues.
• Answer questions related to technology services.
• Support software and account-related services.
• Communicate university IT policies.
• Contribute to service improvement through knowledge article development.
• Test new technologies.
• Recommend solutions for service improvement.
• Mentor student assistants and new staff.
• Promote knowledge sharing and continuous improvement within the HelpDesk.

Benefits

• Career development and coaching
• Continued education
• Extensive list of development and training possibilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed