Senior IT Technician: Tickle College of Engineering - UTK

The Tickle College of Engineering is seeking to fill two Senior IT Technician positions. Under the supervision of the Director of IT, each Senior IT Technician will provide direct technical support to the Tickle College of Engineering Office of the Dean, six TCE administrative offices, nine TCE program offices, and multiple academic departments. This broad scope includes approximately 815 faculty, staff, and graduate students. Each position will provide desktop and technical support required under seven Service Level Agreements, as directed by the IT Manager., The Senior IT Technician provides technical and desktop support by troubleshooting hardware and software issues, installing and maintaining technology, configuring operating systems and applications, maintaining asset records, supporting specialized equipment, providing technical guidance and training, partnering on IT-related projects, and making recommendations regarding equipment and infrastructure changes. The position also provides audio/visual and technology support for TCE-sponsored events, including event coordination, presentation equipment setup, conferencing technology, presenter training, and time-sensitive troubleshooting. Additional responsibilities include maintaining classroom and conference room technology, performing organizational and clerical duties as directed, and surplusing outdated hardware.

• Associate’s degree in Computer Science, Computer Engineering, IT Technology field with a focus on software and hardware.
• Experience:
• Minimum of 2-3 years of experience in a computer hardware and software technical environment.
• Knowledge, Skills, Abilities:
• Knowledge of Mac and Windows hardware configuration, software installation, and operating systems
• Knowledge of Microsoft Active Directory and Microsoft Intune
• Knowledge of computer networking principles and DNS/DHCP; proficiency with MS Office products for Windows and Mac; and familiarity with e-mail clients
• Knowledge of ticketing systems and their use in tracking, documenting, and resolving user support requests
• Skills in providing customer service to a diverse user base with varying levels of technical expertise
• Skills in interpersonal communication, including the ability to communicate with users across a wide range of technical understanding, both written and orally
• Skills in analytical thinking and problem-solving with attention to detail and accuracy
• Skills in maintaining accurate records of hardware assets, system changes, and support activities
• Skills in researching new technologies and making recommendations for support
• Ability to work independently, take ownership of problems and projects, and perform effectively in a fast-paced environment
• Ability to learn new IT systems and processes and stay current on IT-related best practices and security requirements
• Ability to follow and understand written and oral instructions
• Ability to analyze problems and explain or implement effective solutions

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.

Preferred Qualifications

• Education:
• Bachelor’s degree in Computer Science, Computer Engineering, IT Technology field with a focus on software and hardware.
• Other Licenses/Certifications: Applicable certification preferred (e.g., CompTIA A+, Network+)
• Experience:
• 4-5 years of experience in a computer hardware and software technical environment
• 1-3 years of experience working in an academic environment or
• 1-3 years of experience working with computer controlled laboratory equipment
• Knowledge, Skills, Abilities:
• Knowledge of computer security principles
• Knowledge of Linux/Linux+/Unix operating systems
• Skills in Cloud Storage Applications such as Microsoft OneDrive
• Ability to join computer systems to a configuration management system using Microsoft Active Directory Group Policy and Microsoft Intune