IT Technician 2-ITS Customer Technical Support

The University of Tennessee, Knoxville is hiring an IT Technician 2 to deliver front-line customer technical support for UT Health Sciences. This role supports students, faculty, and staff through a 100% onsite workflow, handling technical issues and coordinating next steps through the service desk.

Working from the Memphis, TN location, you will assist users through phone, a web portal, and in-person walk-ins, while repairing and maintaining computer equipment and peripherals. The position also includes tasks like remote workstation support, service ticket documentation, and campus-focused maintenance for student print kiosks.

What You’ll Do

• Provide 1st and 2nd tier technical support and troubleshooting to UT Health Sciences students, faculty, and staff via phone, email, or walk-in.
• Use remote access software to resolve incidents, install software, and update workstations for users across locations, including internationally and on personal equipment where applicable.
• Document technical problems and route appropriate issues to 3rd tier workflow using the ticketing system.
• Configure computing devices and install software when equipment is brought to the Service Desk.
• Repair and maintain student print kiosks at multiple locations across the UT Health Sciences campus.
• Run computer remediations and malware cleanup when requested by the Cybersecurity department.
• Test and evaluate software applications and new hardware prior to production release.
• Compile information and submit service requests for account management tasks, cloud-based service access, and equipment moves and setups across UT Health Sciences.
• Perform other related duties as assigned.

Required Qualifications

• Associate’s Degree (transcript required).
• Experience: One (1) year of related work experience, or a Bachelor’s Degree in lieu of one experience, or a combination of education and experience totaling three (3) years.
• Accepted/preferred: An Associate’s Degree in Information Technology plus one (1) year of job-related experience or job-related certificates.

Knowledge and Skills

• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to explain solutions for a range of computer problems.

Schedule/Location: This position is 100% onsite and does not allow a remote or hybrid schedule. The role provides customer support through the Service Desk call center via phone, web portal, or walk-ins.

Compensation: USD 20–20 per hour.

Experience Level: Minimum 1 year.