IT Technician - College of Communication and Information - UTK

University of Tennessee•Knoxville, TN

1d•Onsite

About The Position

Under the general direction of the Assistant Director of IT and Facilities, the IT Technician provides comprehensive technical leadership and support for all academic, administrative, and research technologies within the College of Communication and Information (CCI). This role is responsible for the independent analysis and resolution of complex technical challenges, and the design and implementation of IT projects that support the college's strategic goals. This role requires a proactive approach to assessing needs and developing original solutions. The IT Technician will analyze data on technology usage and system performance to forecast future needs and proactively address potential issues. This includes the ability to design new systems and services that improve efficiency and user experience. The technician ensures the seamless operation of a wide range of technologies, including classroom computers, tablets, phones, cameras, docking stations, projectors, televisions, technology-enhanced classrooms, and network infrastructure. They also serve as the primary point of contact for all CCI IT, facility support, event coordination, and asset management, acting as a liaison between stakeholders and the IT team. This position exercises independent judgment in leading a team of student workers. The IT Technician is responsible for directing work, providing training, and overseeing their performance to maintain high standards of service delivery.

Requirements

Associate’s Degree in any field, information technology or information systems preferred.
3 or more years of relevant experience successfully handling various IT tasks and projects from start to finish
Knowledge of computer operating systems, network programming, and cybersecurity best practices.
Ability to independently analyze technical problems, formulate solutions, and implement them in collaboration with senior staff.
Skills in configuring and maintaining computer hardware, software, servers, and audio-visual equipment, including cameras, projectors, and sound systems.
Strong verbal and written communication skills to document processes, provide training, and deliver excellent customer service via phone, email, or in-person.
Ability to lead and supervise student workers, providing work direction and fostering a collaborative team environment.
Knowledge of university IT policies, OIT/UT procedures, and general best practices for technology support.
Proficiency in MS Office, Windows/Mac OS maintenance, Mobile Device Management platforms for Windows (Intune) and Mac OS (JAMF), networking, printers, and classroom technology troubleshooting.
Ability to prioritize tasks, maintain calm under pressure, and manage time effectively in a dynamic environment.
Skills in software and hardware testing, maintenance, and documentation .
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

Bachelor’s Degree in any field, information technology or information systems preferred.
Knowledge of technology support challenges in higher education, particularly in communication and media fields.
Experience with imaging software, trouble ticket tracking systems, and database administration.
Ability to research and recommend technologies for teaching, research, and administrative purposes.
Proficiency in explaining complex technical information to diverse end users and training staff on technology use.

Responsibilities

Independently plans, evaluates, designs, deploys, tests, and maintains information technology systems to meet the needs of CCI students, faculty, and staff, ensuring alignment with university objectives.
Analyzes and resolves technical issues for hardware and software, including desktops, laptops, servers, printers, audio-visual equipment, and network infrastructure, using diagnostic tools and collaboration with OIT/UT support teams.
Monitors, manages, and analyzes IT and facility help-desk/ticket/support requests, leveraging usage statistics to recommend process improvements.
Oversees the implementation and documentation of new technology installations, ensuring compliance with OIT/UT policies and cybersecurity standards.
Maintains an asset management database for all CCI equipment (Cheqroom) and software licenses, managing life-cycle planning and ensuring equipment over the $1,500 threshold is entered into the ERP system (DASH) and tagged as an asset.
Provides first-line support and training (via phone, email, or in-person) for faculty, staff and students on computer, networking, and technology-enhanced classroom issues.
Performs advanced maintenance and troubleshooting for technology infrastructure, including programming support for CCI systems to enhance functionality.
Ensures facility projects and repairs are completed with robust IT support infrastructure in place.
Leads small- to medium-scope IT projects, independently defining project objectives, managing resource allocation, and ensuring timely delivery of solutions that align with the college’s strategic goals and needs.
Designs and implements original, data-driven solutions to complex technical problems.
Forecasts future technology needs by actively researching and evaluating emerging technologies, ensuring proactive alignment with both the organization's evolving needs and university-wide standards.
Develops and maintains comprehensive documentation of IT systems, procedures, and best practices.
Analyzes data on technology usage and project outcomes to generate detailed reports and provide strategic recommendations to leadership.
Manages and optimizes the full lifecycle of technology assets, including tracking inventory, maintaining warranty records, and planning proactive maintenance and refresh cycles.
Supervises and directs a team of student workers, scheduling and training them to provide high-quality end-user support for camera and event technologies.
Configures, tests, and troubleshoots presentation hardware and software, including web/video/audio conferencing technologies, to support on- and off-site events.
Trains on-site presenters and staff on the use of complex audio-visual equipment, such as cameras, projectors, microphones, and sound systems.
Proactively identifies and resolves time-critical malfunctions, providing primary and secondary backup solutions for audio-visual hardware failures.
Other related duties as assigned