Help Desk Analyst: Office of Innovative Technologies - UTK

University of Tennessee•Knoxville, TN

3d•Remote

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

Associate’s Degree or equivalent experience
2 years of Customer Service
Working technical knowledge of personal computers, Windows and Mac operating systems, web browser troubleshooting, and software applications.
Knowledge of computer networking concepts, including DNS and DHCP.
Knowledge of Microsoft Office products for Windows and Mac.
Knowledge of email clients.
Strong customer service skills, including the ability to explain complex technical concepts to a diverse user population.
Excellent oral and written communication skills.
Strong interpersonal, organizational, time-management, and team-building skills.
Demonstrated ability to write and follow technical documentation.
Ability to lead and participate in group discussions.
Ability to coordinate and maintain multiple projects with a significant degree of independence.
Strong problem-solving skills, including the ability to identify relationships when solving problems.
Ability to work independently, take ownership of problems and projects, and demonstrate initiative.
Ability to research new technologies and make recommendations for support.
Ability to learn and use new technologies.
Ability to make decisions under pressure.
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

3 or more years of Customer Service
Previous Help Desk experience.
General knowledge of: Enterprise networking
Linux
web page development
Microsoft Teams
Account and computer security
Microsoft 365 and Google Workspace services

Responsibilities

Provide technical support to faculty, staff, and students across University of Tennessee campuses and institutes.
Deliver support for a variety of IT-related issues, including Microsoft 365, Google Workspace, Microsoft Office for Windows and Mac, account management, and IT security best practices.
Research and resolve technical questions and application issues.
Collaborate with senior analysts and IT professionals on complex problems.
Document, track, update, monitor, and close support tickets.
Communicate university IT policies to end users.
Test new software and applications.
Research and recommend improved troubleshooting methods and technology solutions to enhance team efficiency.
Stay current with IT industry developments and trends.
Assist with training new employees.
Train and mentor student assistants.
Model a positive, productive, and encouraging attitude for team members.
Participate in team projects and work independently with minimal oversight.
Serve as a Knowledge Base Author by creating and maintaining internal and external knowledge articles.
Support Knowledge-Centered Service (KCS) practices and initiatives.