IT Technician 2-ITS Customer Technical Support

University of Tennessee • Memphis, TN

12d

About The Position

The IT Technician 2 provides customer service and technical assistance to UT Health Sciences students, faculty, and staff. The position repairs UT Health Sciences computer equipment and provides support through the Service Desk call center by phone, web portal, or walk-in. Support includes first- and second-tier troubleshooting, remote assistance, device configuration, software installation, workstation updates, kiosk maintenance, and malware remediation. The technician documents issues, routes third-tier work through the ticketing system, and supports testing and evaluation of software and hardware before production release. The position also submits service requests for account management, cloud-service access, equipment moves, and setups, and performs other related duties as assigned.

Requirements

• Associate’s degree; transcript required.
• One year of related work experience, or a bachelor’s degree in lieu of one year of experience, or a combination of education and experience totaling three years.
• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to communicate solutions to a variety of computer problems.

Nice To Haves

• An associate’s degree in Information Technology and one year of job-related experience or job-related certificates are acceptable/preferred.

Responsibilities

• Provide first- and second-tier technical support by phone, email, or walk-in to UT Health Sciences students, faculty, and staff.
• Use remote access software to resolve incidents, install software, and update workstations for users at all locations, including internationally and at home on personal equipment.
• Document technical problems and assign third-tier workflow in the ticketing system.
• Configure computing devices and install software brought to the Service Desk.
• Repair and maintain student print kiosks located in buildings across the UT Health Sciences campus.
• Run computer remediations and malware cleanup at the request of the Cybersecurity department.
• Test and evaluate software applications and new hardware before production release.
• Compile information and submit service requests for account management tasks, cloud-based service access, and equipment moves and setups across UT Health Sciences.
• Perform other related duties as assigned.

What This Job Offers

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