IT Service Desk Support

Knoxville Utilities Board is seeking an IT Service Desk Support professional to troubleshoot and respond to internal IT requests across multiple channels in a hybrid role based in Knoxville, TN.

Responsibilities

• Support internal employees and contractors by reviewing, prioritizing, and responding to requests received via telephone, voicemail, email, ticketing system, and in person
• Troubleshoot and resolve hardware, software, networking, and desktop or phone related issues through remote assistance and onsite support
• Work with telephone systems and other computer-related technologies while maintaining excellent customer service
• Address issues as they come in while balancing additional technical duties, including configuring and deploying new computers
• Assist with other support tasks and help maintain inventory during downtime

Requirements

• High School Diploma or equivalent, plus experience supporting IT applications and equipment
• Exceptional customer interaction skills and professionalism
• Strong analytical and process-oriented approach to problem solving
• Working knowledge of Windows, Microsoft Office products, and general PC skills
• Must have and maintain a valid driver’s license
• Required to participate in stand-by, after-hours, weekend, and on-call support rotations

Technologies

• Windows 10, Windows 11
• Microsoft 365, Microsoft Office
• Exchange, Azure, Office 365
• Desktop technologies and telephone systems

Work Hours

• 40+ hours per week, Monday through Friday

Physical Requirements

• Hybrid of sedentary and physical work in a typical office environment
• Sitting most of the time, with occasional walking or standing
• May require occasional lifting, carrying, pushing, or pulling of items up to 40 pounds
• Occasional bending, stooping, or reaching
• Physical demands may vary by position and may occasionally exceed those described above

Preferred Requirements

• 2+ years of experience supporting IT applications and equipment
• Experience troubleshooting and resolving customer hardware and software issues
• Experience with Exchange, Azure, and the Office 365 platform

Selection Process

• Phase 1: Apply online at www.kub.org
• Phase 2: Experience, training, and education evaluation
• Phase 3: Interview with department representatives
• Phase 4: Written, performance, and behavioral exercises
• Phase 5: Background investigation
• Phase 6: Physical assessment and/or drug screen*

*KUB is part of the Tennessee Drug Free Workplace Program.