Provide advanced endpoint troubleshooting and desktop support for University of Tennessee systems in a hands-on onsite role in Knoxville, TN.

Deliver desktop and networking support to faculty, staff, and students via phone, email, or onsite
Support a wide range of technology including computer hardware, operating systems, software applications, and peripherals
Configure, install, and/or repair computer equipment, including operating systems and applications
Support users on and off campus, including collaboration with other IT personnel in units outside OIT and on other campuses
Analyze technology needs and recommend solutions
Research technical problems and questions to provide efficient, effective answers
Proactively pursue emerging technology to improve processes
Develop and deliver training to other team members
Create documentation and knowledge-base articles, plus instructions for campus users
Work collaboratively with teammates, including mentoring and supporting shared documentation or training efforts
Perform other related duties as required

Associate’s Degree and 2 years of relevant desktop experience
Or: High school diploma and 4 years of relevant desktop experience
Broad technical knowledge across computer hardware, operating systems, networking, software applications, and peripherals
Ability to rapidly triage issues and respond with appropriate solutions
Ability to assess and learn new technologies, then apply them appropriately
Ability to work independently, as a team member, or as a project lead
Ability to thoroughly document technical issue resolutions
Excellent customer service skills
Ability to complete ACMT training and acquire certification
Strong organizational skills
Must be legally authorized to work in the United States on a full-time basis without need for sponsorship for employment-based visa status now or in the future

Desktop Support Analyst

Job Description