This position will provide phone, email, chat, and walk-in support for a variety of information technology related problems and questions. Support will include answering questions, troubleshooting problems, communicating policy, and teaching customers about software and hardware functionality. This position will share the weekend shift working Saturday or Sunday; however, the successful candidate must be able to work any shift, including off-hours and occasional weekend shifts.

• Information Technology Customer Support
  • Provides IT support to faculty/staff/students at University of Tennessee campuses, including UTK, UTC, UTSA, UTIA, and IPS; faculty, staff, and students.
  • Provides technical and installation support for a variety of IT related issues, including but not limited to, Microsoft 365 and Google Workspace, Microsoft Office for Windows and Mac, account management, and IT security best practices.
  • Researches questions and/or problems and finds solutions for applications.
  • Communicates with senior analysts and other IT professionals regarding more complex issues
  • Records required customer and problem information in the ticketing system.
  • Updates, tracks, monitors, and closes tickets assigned to the individual and team.
  • Communicates university policy with end-users.
  • Tests new software and applications.
  • Proposes new IT-related solutions that may promote efficiency for the team.
  • Stays up to date with IT industry developments and trends.
• Mentoring and Teamwork
  • Serves as a mentor and assists student assistants.
  • 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.
• Knowledge Management
  • Serves as a Knowledge Base Author; creates and updates internal and external knowledge articles.
  • Supports the HelpDesk with Knowledge Centered Service (KCS) practices and initiatives.

Required Qualifications

• Education: High School Diploma with 2 years of experience in IT customer support, including internships and student assistantships.
• Experience: High School Diploma with 2 years of experience in IT customer support, including internships and student assistantships.
• Knowledge, Skills, Abilities:
• Working technical knowledge of:
  • Windows or Mac operating systems
  • Modern web browsers and troubleshooting
  • Computer networking and DNS/DHCP
  • MS Office products for Windows or Mac
  • Outlook and Gmail email clients
  • Excellent skills in:
    • Customer service, including the ability to explain complex technical concepts to a diverse group of users
    • Oral and written communication
    • Interpersonal interactions
    • Organization
    • Time-management
    • Team building
  • Demonstrated experience in:
    • Writing and following technical documentation
    • Leading and participating in group discussions
  • Ability to:
    • Coordinate and maintain a variety of projects with a significant degree of independence
    • Identify relationships when solving problems
    • Work independently, volunteer, and take ownership of problems and projects
    • Learn and use new technologies
    • Make decisions under pressure

Preferred Qualifications

• Education: Associate degree or Technical Certification/Diploma.
• Experience: 2 years of demonstrated experience in an IT customer support setting. Associate degree or Technical Certification/Diploma. Previous Help/Service Desk experience in Higher Education.
• Knowledge, Skills, Abilities: Knowledge of both Microsoft 365 and Google Workspace. Knowledge of both macOS and Windows. General knowledge of enterprise networking, basic Linux web page development, and Microsoft Teams, computer and account security.

Work Location

• Hybrid; Knoxville, TN

Compensation and Benefits

• UT market range: MR07
• Anticipated hiring range: $44,000 - $46,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

For best consideration applicants should submit the below materials before January 31.

• Resume
• Cover Letter

About The College/Department/Division

The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.