IT Technician - Digital Learning - UTK

University of Tennessee•Knoxville, TN

3d•$42,000 - $46,000

About The Position

Digital Learning (DL) invites applications for an IT Technician (Full-time, Non-exempt) in the Technology Innovation department. This position will aid in maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Digital Learning Building. The work includes, but is not limited to, workstation setup, device configuration, modifying, updating, maintaining and troubleshooting, of computers, peripheral devices, software and varied equipment. Support will require intermediate problem-solving ability to review, triage, and resolve issues in a timely manner, escalating as needed. We are looking for a proactive and enthusiastic IT Technician who blends technical acumen and interpersonal soft skills to provide welcoming support in a dynamic educational environment. Our ideal candidate demonstrates technical expertise, while exhibiting a caring user-first mindset when supporting DL across a variety of mediums including chat, calls, tickets, email and remote access.

Requirements

Working technical knowledge of personal computers, Windows or Mac operating systems, web browser troubleshooting, and other software applications
Knowledge of computer networking and DNS/DHCP
Knowledge of MS Office products for Windows or Mac
Knowledge of e-mail clients is required.
Strong customer service skills, including the ability to explain complex technical concepts to a diverse group of users; excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills
Demonstrated experience writing and following technical documentation
Ability to lead and participate in group discussions
Ability to coordinate and maintain a variety of projects with a significant degree of independence
Possess strong problem-solving skills, including the ability to identify relationships when solving problems
Work independently, volunteer and take ownership of problems and projects
High School Diploma
2 years of experience in IT customer support, including internships and student assistants.
CompTIA A+ or Google IT Support Professional Certificate required (or obtainable within 6 months of employment).

Nice To Haves

Associate’s Degree or Technical Degree
At least 2 years of demonstrated experience in a customer service setting.
Technical Associate Degree or equivalent Certifications/Diploma.
Previous IT Help/Service Desk experience.
Higher education experience.

Responsibilities

Acts as initial DL touch-point for internal IT support requests and questions.
Provides installation and ongoing technical IT support for a variety of software, including but not limited to, Google Workspace, Microsoft 365 apps including Microsoft Office for Windows and Mac, Slack and other common office applications.
Installs user workstations and supports common office devices including printers, collaboration room AV equipment, printers, displays, webcams, docks and peripherals.
Coordinates with supervisor and OIT who preform device imaging and commissioning
Completes basic final device setup and updates before hand-off to end user.
Researches questions and/or problems and finds solutions for applications.
Communicates with supervisor and other IT professionals regarding more complex issues
Updates, tracks, monitors, and closes tickets assigned to the individual and team.
Communicates university policy with end-users.
With supervision, aids in documentation of newly purchased IT equipment, and updates documentation as equipment is disseminated to and returned from users.
Aids in creation of internal Knowledge Articles and instructional guides to common or reoccurring technical problems.
Stays up to date with IT industry developments and trends
Serves as an example to other employees by modeling an encouraging, positive, and productive attitude.
Works with other team members on group projects and works independently with minimal oversight.
Serves as a mentor and aids student assistants.