IT Technician 2-ITS Customer Technical Support

University of Tennessee • Memphis, TN

1d • Onsite

About The Position

The IT Technician 2 provides technical assistance and customer service to UT Health Sciences students, faculty, and staff. The position repairs UT Health Sciences computer equipment and provides support through phone, email, web portal, or walk-in service at the Service Desk call center. This position is 100% onsite; remote and hybrid schedules are not allowed.

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 explain 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 to UT Health Sciences students, faculty, and staff by phone, email, or walk-in.
• Use remote access software to resolve incidents, install software, and update workstations, including for users at international locations and at home using 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 in buildings across the UT Health Sciences campus.
• Perform computer remediation 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