Help Desk Analyst – Office of Innovative Technologies
Job Description
Description
University of Tennessee
Office of Innovative Technologies
Help Desk Analyst II
Job Summary
The position will provide phone, email, chat, and walk-in support for various 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 primarily work the weekend and early week shifts, typically Saturday through Wednesday. However, the successful candidate must be able to work any shift.
Key Responsibilities
- Comprehensive Support: Provide support for computer applications, accounts, personal computers, and networks. Research questions or problems and find effective solutions.
- Ticket Management: Record, update, track, monitor, and close trouble tickets. Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
- Documentation: Write/edit instructional manuals, technical documentation online, and document solutions to common problems.
- Mentorship: Mentor co-workers in solving low to mid-level technical issues. Train new staff and guide colleagues in advising users on problem solutions.
- Proactive Problem Solving: Work closely with all departments within OIT and the broader university community to identify and resolve issues proactively.
- Representation: Represent OIT at university exhibitions.
- Additional Duties: Perform other related tasks as required.
Qualifications
Qualifications
Required:
- Requires a high school diploma and two years of relevant experience, or an equivalent combination of education, training, and experience.
- Excellent interpersonal skills with the ability to handle demanding customers
- Strong oral and written communication skills
- Good diction
- Pleasant speaking voice
- Clearly understandable over the telephone
- Exceptional customer service skills: Ability to explain complex technical concepts clearly
- Excellent organizational, time-management, and team-building skills
- Experience writing/following technical documentation
- Ability to participate effectively in group discussions
- Capability to coordinate multiple projects independently
- Strong problem-solving skills: Identify relationships when resolving issues
- Work independently while taking ownership of problems/projects
- Thrive in a fast-paced collaborative environment
- Research new technologies & make recommendations for support
Preferred:
- Associate’s or Technical degree
- Previous Help/Service Desk experience
- Higher education experience
Technical Skills
Required:
Working knowledge of:
- Personal computers (Windows & Mac OS)
- Web browsers & software applications
- Computer networking (DNS/DHCP)
- MS Office products for Windows & Mac
- Email clients
Desired:
Experience with:
- Outlook for Mac/Windows with Microsoft 365
- Microsoft 365 for Education (including Teams)
- Google Workspace
Preferred knowledge:
- Enterprise networking basics
- HTML/WYSIWYG UNIX/Linux web development
- Computer/account security best practices
Job
Information Technology – Technical
Primary Location
US-Tennessee-Knoxville
Organization
Vc Info Infrastructure # Oit General
Schedule
Full-time
Campus/Institute Knoxville
The University of Tennessee does not discriminate on the basis of race, sex, color, religion, national origin, age, disability or veteran status in provision of educational programs and services or employment opportunities and benefits. This policy extends to both employment by and admission to the University. The University does not discriminate on the basis of race, sex or disability in its education programs and activities pursuant to the requirements of Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act (ADA)of 1990. Inquiries and charges of violation concerning Title VI, Title IX, Section 504, ADA or the Age Discrimination in Employment Act (ADEA) or any of the other above referenced policies should be directed to the Office of Equity and Diversity (OED), 1840 Melrose Avenue, Knoxville, TN 37996-3560, telephone (865) 974-2498 (V/TTY available) or 974-2440. Requests for accommodation of a disability should be directed to the ADA Coordinator at the UTK Office of Human Resources, 600 Henley Street, Knoxville, TN37996-4125.