Senior IT Technician (Desktop Support) - Facilities Services - UTK

University Of Tennessee College

University Of Tennessee College

IT, Operations, Customer Service

Knoxville, TN, USA

Posted on Apr 30, 2026
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The IT Technician (Desktop Support) serves as a lead technical resource responsible for advanced end-user computing support across Facilities Services. This position focuses on endpoint lifecycle management, field device support, and user experience optimization for both office and field staff. The role handles complex technical issues, supports mobile workforce technologies, and ensures reliable, secure, and efficient computing environments that enable Facilities Services operations. This role also maintains IT inventory stores and coordinates with the Office of Information Technology (OIT) for enforcing IT standards, escalating network and shared services issues, and handling any changes to the department's IT infrastructure.

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine.

Apply today and join the Tennessee Volunteer community!
The IT Technician (Desktop Support) serves as a lead technical resource responsible for advanced end-user computing support across Facilities Services. This position focuses on endpoint lifecycle management, field device support, and user experience optimization for both office and field staff. The role handles complex technical issues, supports mobile workforce technologies, and ensures reliable, secure, and efficient computing environments that enable Facilities Services operations. This role also maintains IT inventory stores and coordinates with the Office of Information Technology (OIT) for enforcing IT standards, escalating network and shared services issues, and handling any changes to the department's IT infrastructure.
  • Required Education:

    • High School Diploma or GED

      • Vocational or technical training in IT, Computer Science, or a related field preferred
      • Associate’s degree in IT, Computer Science, or a related field preferred

  • Required Experience:

    • 3 years’ experience supporting Windows PCs, iOS phones/tablets, and network infrastructure in an enterprise environment.

      • Experience providing advanced (Tier 2/3) desktop and end-user support in a large enterprise environment (Microsoft).

      • Experience supporting mobile and field-based workforce technologies, including tablets, rugged devices, and mobile applications preferred.

      • Experience with enterprise endpoint management platforms preferred (e.g., Azure, AD, Intune, Intune[MDM], Apple School Mgr., etc.).

      • Relevant certifications preferred (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, etc.).

      • Familiarity with VoIP/phone systems such as RingCentral, radio systems preferred (Motorola MOTORBO).

      • Experience can substitute for education on a year for year basis.

  • Required Knowledge, Skills, Abilities:

    • Knowledge of Microsoft 365/Azure environments.

    • Knowledge of IT service management/ticketing systems (TDX preferred).

    • Skill in IT asset/inventory management tools (SnipeIT).

    • Skill in remote support tools such as Bomgar (BeyondTrust).

    • Ability to provide excellent customer service and communication.

    • Ability to work independently and prioritize tasks in a fast-paced environment.

  • Other Conditions: Valid Driver’s license

Preferred Qualifications:

  • Vocational Training or Associates degree in IT, Computer Science, or related field.
  • Experience supporting mobile and field-based workforce technologies, including tablets, rugged devices, and mobile applications.
  • Experience with enterprise endpoint management platforms (e.g., Azure, AD, Intune, Intune[MDM], Apple School Mgr., etc.).
  • Relevant certifications (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, etc.).

  • Familiarity with VoIP/phone systems such as RingCentral, radio systems (Motorola MOTORBO).

Work Location

  • University of Tennessee – Knoxville, TN Campus
  • This is an on-site position

Compensation and Benefits

  • UT market range: MR08
  • Find more information on the UT Market Range structure here
  • Find more information on UT Benefits here

About The College/Department/Division

UT Facilities Services is responsible for the care and keeping of more than 300 facilities and utilities systems in and around Knoxville. As the University of Tennessee Knoxville’s largest non-academic department, team members are responsible for facilities maintenance and repair, custodial needs, landscaping and lawncare, utility work, in-house and capital construction projects, facilities planning and design, environmental initiatives, pest control, campus event services, and facilities administration functions for both the flagship campus and the agricultural institute. The Facilities Services staff provides around-the-clock coverage to ensure students, staff, faculty, and fans have a consistent and positive experience every time they step foot on Rocky Top.

  • Provide Tier 2/3 support for desktops, laptops, tablets/mobile devices, and peripherals.
  • Serve as the primary escalation point for complex technical issues unresolved by Tier 1 support.
  • Triage, document, and resolve incidents/requests in call record or incident tracking application.
  • Perform root cause analysis and implement long-term solutions to recurring problems.
  • Diagnose and resolve operating system, application (e.g., Revit, AutoCAD, Bluebeam, RingCentral), licensing, connectivity, and performance issues.
  • Perform account/access troubleshooting and coordinate with OIT for escalations.
  • Support mission-critical users as needed onsite or remote (using Bomgar/BeyondTrust/etc.).
  • Support communication systems (2-way radios).
  • Configure, deploy, and maintain standardized desktop and laptop environments.
  • Maintain endpoint management tools (e.g., Azure, AD, Intune, Intune[MDM], Apple School Mgr. or equivalent).
  • Manage system imaging, software packaging, and deployment processes.
  • Maintain key mgmt system (KeyWatcher).
  • Maintain inventory/asset lifecycle/logistics (ordering) & commissioning/decommissioning devices.
  • Ensure systems are patched, secured, and compliant with university IT standards.
  • Assist users with off-boarding related to IT assets & access.
  • Deliver high-quality, customer-focused IT support to Facilities Services personnel.
  • Communicate clearly with users regarding issue status, resolution steps, and expectations.
  • Support SLA adherence and continuous service improvement.
  • Participate in desktop refresh initiatives, system upgrades, and technology rollouts.
  • Assist with testing new hardware, software, and endpoint solutions.
  • Provide input into standards for desktop computing within Facilities Services.
  • Support mobile devices and applications used by field technicians (tablets, rugged devices, mobile apps).
  • Troubleshoot connectivity, syncing, and usability issues in real-world operational environments.
  • Assist with optimizing mobile workflows tied to work order and maintenance systems.
  • Coordinate device replacements, upgrades, and lifecycle management.
  • Identify opportunities to improve computer performance, user experience, and support efficiency.
  • Manage and update service requests through the ticketing system (e.g., TeamDynamix).
  • Create and maintain desktop support documentation, knowledge base articles, and SOPs.
  • Develop quick-reference guides and job aids for commonly used systems and tools.
  • Provide one-on-one or small group training to staff on devices, software, and best practices.
  • Identify recurring issues and recommend process improvements aligned with best practices.
  • Collaborate with the broader IT team on projects, system improvements, and escalated issues.
  • Stay current with emerging technologies and best practices (desktop support, remote assist, device mgmt., etc.).
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