What are the responsibilities and job description for the Help Desk Analyst: Office of Innovative Technologies - UTK position at Knoxville Technology Council?
The Help Desk Analyst provides frontline IT support through phone, email, and chat channels. The role assists faculty, staff, and students by troubleshooting technical issues, answering questions, supporting software and account-related services, and communicating university IT policies. The position also contributes to service improvement through knowledge article development, testing new technologies, and recommending solutions.
Purpose in the Organization
This position serves as a key customer support resource within the Office of Information Technology (OIT), helping ensure the University community can effectively use technology services and resources. In addition to resolving technical issues, the role supports team development by mentoring student assistants and new staff while promoting knowledge sharing and continuous improvement within the HelpDesk.
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 Help Desk Analyst provides frontline IT support through phone, email, and chat channels. The role assists faculty, staff, and students by troubleshooting technical issues, answering questions, supporting software and account-related services, and communicating university IT policies. The position also contributes to service improvement through knowledge article development, testing new technologies, and recommending solutions.
Required Qualifications
Preferred Qualifications
To express interest, please submit an application with the noted below attachments:
The Office of Information Technology (OIT) provides technology services and support to the University of Tennessee community, helping faculty, staff, and students effectively use and access the technology resources they need to teach, learn, research, and work.
Information Technology Customer Support
Purpose in the Organization
This position serves as a key customer support resource within the Office of Information Technology (OIT), helping ensure the University community can effectively use technology services and resources. In addition to resolving technical issues, the role supports team development by mentoring student assistants and new staff while promoting knowledge sharing and continuous improvement within the HelpDesk.
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 Help Desk Analyst provides frontline IT support through phone, email, and chat channels. The role assists faculty, staff, and students by troubleshooting technical issues, answering questions, supporting software and account-related services, and communicating university IT policies. The position also contributes to service improvement through knowledge article development, testing new technologies, and recommending solutions.
Required Qualifications
- Education:
- Associate’s Degree or equivalent experience
- Experience:
- 2 years of Customer Service
- Knowledge, Skills, & Abilities:
- Working technical knowledge of personal computers, Windows and Mac operating systems, web browser troubleshooting, and software applications.
- Knowledge of computer networking concepts, including DNS and DHCP.
- Knowledge of Microsoft Office products for Windows and Mac.
- Knowledge of email clients.
- Strong customer service skills, including the ability to explain complex technical concepts to a diverse user population.
- Excellent oral and written communication skills.
- Strong interpersonal, organizational, time-management, and team-building skills.
- Demonstrated ability to write and follow technical documentation.
- Ability to lead and participate in group discussions.
- Ability to coordinate and maintain multiple projects with a significant degree of independence.
- Strong problem-solving skills, including the ability to identify relationships when solving problems.
- Ability to work independently, take ownership of problems and projects, and demonstrate initiative.
- Ability to research new technologies and make recommendations for support.
- Ability to learn and use new technologies.
- Ability to make decisions under pressure.
Preferred Qualifications
- Experience:
- 3 or more years of Customer Service
- Previous Help Desk experience.
- Knowledge, Skills, & Abilities:
- General knowledge of:
- Enterprise networking
- Linux web page development
- Microsoft Teams
- Account and computer security
- Microsoft 365 and Google Workspace services
- Location: Knoxville, TN
- Remote, preferred ability to come to campus for events.
- UT market range: MR08
- Anticipated hiring range: $ 48,000 - $51,500
- Find more information on the UT Market Range structure here
- Find more information on UT Benefits here
To express interest, please submit an application with the noted below attachments:
- Resume
- Cover Letter
The Office of Information Technology (OIT) provides technology services and support to the University of Tennessee community, helping faculty, staff, and students effectively use and access the technology resources they need to teach, learn, research, and work.
Information Technology Customer Support
- Provide technical support to faculty, staff, and students across University of Tennessee campuses and institutes.
- Deliver support for a variety of IT-related issues, including Microsoft 365, Google Workspace, Microsoft Office for Windows and Mac, account management, and IT security best practices.
- Research and resolve technical questions and application issues.
- Collaborate with senior analysts and IT professionals on complex problems.
- Document, track, update, monitor, and close support tickets.
- Communicate university IT policies to end users.
- Test new software and applications.
- Research and recommend improved troubleshooting methods and technology solutions to enhance team efficiency.
- Stay current with IT industry developments and trends.
- Assist with training new employees.
- Train and mentor student assistants.
- Model a positive, productive, and encouraging attitude for team members.
- Participate in team projects and work independently with minimal oversight.
- Serve as a Knowledge Base Author by creating and maintaining internal and external knowledge articles.
- Support Knowledge-Centered Service (KCS) practices and initiatives.
Salary : $48,000 - $51,500