Senior Desktop Support Analyst: Office of Innovative Technologies - UTK

University of Tennessee•Knoxville, TN

2d•Onsite

About The Position

Serves as a direct customer representative of OIT to faculty, staff and students. Responds to requests for technical assistance via phone, email, or on-site. Provides technical support for a wide variety of hardware, operating systems, software, audio and video, mobile and smart devices. Leads special projects and/or supervises personnel for a project. Creates documentation and training, and mentors other team members and users. Requires minimal work quality review and oversight. Hiring for multiple positions.

Requirements

Associate’s degree plus three years of relevant desktop experience, or, at least five years of relevant desktop experience with HS diploma.
Broad technical knowledge of wide variety of computer hardware, operating systems, networking, software applications, and peripherals
Ability to rapidly triage problems and respond with appropriate solutions, modifying processes as required
Ability to assess & learn new technologies and apply them appropriately
Ability to work as a project leader, as a team member or as an individual
Ability to thoroughly document resolution to technical issues.
Excellent customer services skills and ability to communicate technical information
Strong organizational skills
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
5 Years of relevant experience
ACMT certification
Ability to develop thorough documentation of processes or issues.

Responsibilities

Provides senior level desktop and networking support to faculty, staff and students
Configures, installs and/or repairs computer equipment including operating systems and applications
Supports users on and off campus, including other IT personnel in units outside OIT and on other campuses.
Analyzes the most complex technical problems and provides solutions that are efficient and effective
Modifies processes as necessary, communicating with management and other team members
Proactively pursues emerging technology to apply to and improve our processes
Works collaboratively to provide technical expertise and support to users as well as other team members
Develops and provides training to other team members
Creates documentation or knowledge-base articles and instructions for campus users
Proactively identifies errors or gaps in documentation, and creates and shares appropriate documentation as needed