Senior Desktop Support Analyst: Office of Innovative Technologies - UTK

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.

• 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

Do you have experience in Triage?, Do you have a High school diploma or GED?, * Education: Associate’s degree

• Experience: Associates degree plus three years of relevant desktop experience, or, at least five years of relevant desktop experience with HS diploma.
• Knowledge, Skills, Abilities:
• 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., * Education: Bachelor’s degree

• Experience: 5 Years of relevant experience
• Knowledge, Skills, Abilities:
• ACMT certification
• Ability to develop thorough documentation of processes or issues.

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. 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!

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