IT Technician 2-ITS Customer Technical Support

University of Tennessee • Memphis, TN

13d

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 by phone, web portal, or walk-in at the Service Desk call center.

The role provides first- and second-tier technical support, uses remote-access software to resolve incidents and update workstations, documents problems and routes third-tier workflows in a ticketing system, and configures devices and installs software. It also maintains student print kiosks, performs malware cleanup and computer remediations at the Cybersecurity department’s request, tests software and hardware before production release, and submits service requests for account management, cloud-service access, and equipment moves and setups.

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

• Provides first- and second-tier technical support by phone, email, or walk-in to UT Health Sciences students, faculty, and staff.
• Uses remote-access software to resolve incidents, install software, and update workstations for users in all locations, including internationally and at home on personal equipment.
• Documents technical problems and assigns third-tier workflows in the ticketing system.
• Configures computing devices and installs software brought to the Service Desk.
• Repairs and maintains student print kiosks located in buildings across the UT Health Sciences campus.
• Runs computer remediations and malware cleanup at the Cybersecurity department’s request.
• Tests and evaluates software applications and new hardware before production release.
• Collates information and submits service requests for account management tasks, cloud-based service access, and equipment moves and setups across UT Health Sciences.
• Performs other related duties as assigned.

What This Job Offers

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