University of Tennessee, Knoxville · 4 weeks ago
Technical Support Specialist
Knoxville, TN
Full-time
Hybrid
Mid Level
4+ years expThe University of Tennessee Foundation, Inc. is seeking a Technical Support Specialist to provide front-line and secondary technical assistance to Foundation employees. This role involves triaging and resolving IT incidents, maintaining documentation, managing software licensing, and delivering user training on systems and policies.
Higher Education
No H1B
Responsibilities
Provide Tier 1 and Tier 2 support for hardware, software, and user account issues
Serve as Tier 3 escalation point to the University of Tennessee Information Technology team as needed
Diagnose and resolve hardware and software problems efficiently
Schedule and perform regular maintenance and repairs for end-user devices
Configure, install, and test end-user software and hardware
Recommend and implement process improvements to enhance IT service delivery
Create, modify, and deactivate user accounts while maintaining appropriate access controls and security group assignments
Maintain and contribute to the IT Service Management (ITSM) system and Advancement Technology Knowledge Base
Develop and maintain end-user support and technical documentation
Deliver training sessions on software applications, systems, and Foundation IT policies and procedures
Assist with onboarding and training of new employees
Ensure all IT documentation is accurate, comprehensive, and regularly updated
Maintain a comprehensive inventory of all software licenses, hardware assets, and peripherals
Coordinate the distribution, tracking, and lifecycle management of end-user devices
Ensure timely replacement and proper allocation of hardware and peripherals
Qualification
Required
4+ years of experience with a High School Diploma or GED
Demonstrated ability to provide exceptional customer service to users with varying technical skill levels
Experience in installing, configuring, administering, and troubleshooting desktop and laptop hardware, software and peripherals
Proficiency in developing and delivering end-user training and maintaining documentation for systems, applications, and IT processes
Familiarity with Help Desk and IT asset management systems for tracking service requests and inventory
Recognize symptoms of network or device security issues, perform basic troubleshooting, and escalate tickets to the appropriate IT/security teams
Strong analytical and problem-solving skills with the ability to learn new technologies quickly and independently
Excellent communication, interpersonal, and organizational skills with a focus on accuracy, efficiency, and confidentiality
A valid driver's license with an acceptable driving record is required due to travel responsibilities of the position
Preferred
2+ years of experience with an Associate's degree
CompTIA A+ and/or CompTIA Network+ certification; other relevant certifications such as ITIL or Microsoft credentials preferred
Benefits
Generous paid leave , accruing up to 12 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing days
Flexible work arrangements, offering a hybrid schedule to most team members
Education benefits for employees and their dependents at UT System campuses
Retirement and deferred compensation plans, including 401(k), 403(b), etc.
Comprehensive medical, dental, and vision insurance plans
Employee discounts to attractions, services, and goods
Company
University of Tennessee, Knoxville
As the state’s land grant, research-intensive institution, the University of Tennessee, Knoxville, is a university that leads.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bruce Behn
Dean and CEO, Digital Learning
Mark Savage
Chief Technology Officer, Digital Learning at UT
Recent News
Perishable News
2023-10-04
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