IT Technician, Technical Innovative Solutions (TIS) - Haslam College of Business - 24000000OS
Description
IT Technician – Technical Innovative Solutions (TIS)
Haslam College of Business
Regular Full-Time, Market Range 7
(MULTIPLE POSITIONS)
The Haslam College of Business (HCB) at the University of Tennessee, Knoxville, invites applications for an IT Technician (Full-time, Non-exempt) in the Technical Innovative Solutions (TIS) department. Reporting to the Assistant Director of Computer Support, this position will be responsible for maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Haslam Business Building and Stokely Management Center building. The work includes, but is not limited to, advanced configuring, modifying, troubleshooting, and repairing computers, peripherals and supporting IT equipment. Support also includes participating in problem resolution and proactive problem solving, including occasional use of PowerShell to automate computer updates and maintenance processes. Assists users with more complex problems by performing local and remote testing.
Qualifications
Responsibilities:
- Computer Management
- Serve as a College contact point providing oversight for HCB computer management for all HCB staff, faculty, team room, loaner and conference room computers.
- Works in coordination with AV personnel who manage classroom setups, including computers.
- Using asset management solution to keep HCB computers patched, update EOL (end of life) operating systems, schedule AV, browser, and software update roll-outs to all computers.
- Respond to vulnerability status update requests and document progress.
- Audit network registry for HCB to ensure that computers are classified, contacting users to offer assistance in identifying equipment and recommend removal of older entries.
- Responsibilities include implementing and using configuration management system to manage over 700 computers and provide input to the department's Administrator when items are sent to surplus, out for repair, on loan or become non-operational.
- Report reconciliation for system updating in Netreg and AD to ensure that primary user names, serial numbers, asset tags, and locations are all tracked as the asset moves to new owner.
- Perform periodic audits of systems and create reports and documentation showing systems follow security standards and policies.
- Develops and maintains a strong partnership between the OIT, TIS tech support staff, college faculty, and staff, to ensure all questions and issues are resolved in a timely manner.
- Coordinates and provides computer support for College special events such as Employer fairs, Student Engagement events, and student special skills testing and determines requirements for any new projects.
- Responsible for creating, keeping images current, adhering to configuration standards and rolling those images out to new computers, updating loaners, events machines, and special skills testing machines before events, and keeping accurate records of image contents and machines imaged.
- Facilitate partnership between the OIT HelpDesk and TIS tech support.
- Partners with faculty and staff on basic information technology related projects by providing support and troubleshooting expertise.
- New and Replacement Computer Equipment
- Receive new and replacement computer equipment through Computer Upgrade Program (CUP) and other new requested equipment.
- Handles IT problems independently when possible and coordinates problems that require investigation and/or support from the University's OIT department.
- Provide tracking and reconciliation for assets sent out for repair, ability to reconcile current list of equipment being sent to Surplus.
- Assist TIS department Administrator with yearly inventory audit by providing follow up, configuration, and report reconciliation as requested.
- Provide change management and continuous improvement documentation for all systems. Perform other duties as assigned. These include but are not limited to supervision of the HBB VolPrint stations, assist Audio-Visual staff with classroom computer installation, maintenance, and repair, and recommend process enhancements to increase productivity and efficiency.
- Continue to develop significant technical expertise across multiple and emerging IT platforms and systems especially in Windows and Mac operating systems and associated systems.
- Enhance scripting skills to continue to automate system tasks.
- Develop functional skills in related applications such as system monitoring tools, and documentation of processes for future student workers.
Qualifications:
- Required Qualifications and Experience:
- Associates Degree in computer information science, computer science, computer networking, or other IT-related field required OR Two years of work experience in computer support will be accepted in lieu of the degree
- Superior demonstrated customer service experience required
- In-depth knowledge and demonstrated support ability for Apple and Windows platforms in an enterprise or higher education environment.
- Strong Microsoft Office skills including install, support, troubleshooting and usage
- Demonstrated experience collecting, verifying, and documenting customer requirements
- Maintain current knowledge of new and emerging technologies
- Advanced computer desktop and helpdesk support abilities
- Demonstrated experience managing Active Directory (AD) systems
- Desired Qualifications and Experience:
- 5+ years experience directly supporting IT users.
- Demonstrated experience working in cross discipline teams and meeting deadlines,
- Demonstrated commitment to improving skills, learning new technologies and methods.
- Ability to manage and troubleshoot IT networks across multiple platforms
- Ability to absorb and retain information quickly
- CompTIA A+ / Net+ certifications preferred
WHO WE’RE LOOKING FOR
We are looking for a proactive and enthusiastic IT Technician who embodies a blend of technical acumen and soft skills that foster excellence in a dynamic educational environment. Our ideal candidate is not just technically proficient but also exhibits traits that support our values of collaboration, continuous learning, and exceptional service.
Soft Skills:
- Customer-Oriented: Delivers exemplary service with a professional demeanor, understanding that every interaction is an opportunity to reinforce our commitment to support our faculty, staff, and students.
- Effective Communicator: Articulates technical information clearly and possesses strong listening skills to understand and address the needs of users with varying levels of IT proficiency.
- Problem Solver: Demonstrates analytical skills and the ability to troubleshoot complex issues with a calm, methodical approach.
- Team Player: Collaborates seamlessly with various teams and departments, contributing to a harmonious and productive work environment.
- Adaptable: Manages change with a positive attitude and adjusts quickly to evolving priorities and technologies.
- Organized: Maintains meticulous records and manages multiple priorities with a focus on detail and accuracy.
- Innovative Thinker: Suggests improvements and embraces new technologies that enhance our IT operations and user experiences.
Knowledge, Skills and Abilities:
- Required:
- Experience coordinating multiple priorities within established guidelines and meet deadlines
- Strong documenting and IT problem solving skills
- Knowledge in current Windows operating systems
- Knowledge in current Windows Server operating systems
- Knowledge in current Mac OS/iOS
- Experience with asset management systems
- Experience with Networking Fundamentals
- Experience with Active Directory
- Experience in PowerShell scripting language
- Ability to work under general supervision
- Ability to handle constantly changing tasks, ability to multitask effectively and to exercise patience and professionalism during stressful situations.
- Preferred:
- Experience with Deep Freeze asset management software, including creating, updating, and deploying computer images.
- Experienced with Microsoft Intune.
- Demonstrated Apple hardware, PC hardware and basic user software knowledge via relevant certification(s).
- Experience with network systems and Active Directory
- Ability to adapt to varying circumstances and prioritize incoming support requests as needed
- Researches and analyzes information to solve problems
- Intermediate knowledge of scripting languages including PowerShell.
- Lifelong learning skills and ability to learn new skills and adapt in a timely manner
- Process improvement skills: ability to observe existing procedures and develop and recommend new processes
Application Process:
The Knoxville campus of the University of Tennessee is seeking candidates who have the ability to contribute in meaningful ways to the diversity and intercultural goals of the University. Screening of applicants will begin immediately and will continue until the position has been filled.
Interested individuals should provide a cover letter addressing professional experience relevant to each required minimum qualification, a resume, and complete contact information for 3 professional references.
Job
Information Technology - Technical
Primary Location
US-Tennessee-knoxville
Organization
Hcb Adm Support
Schedule
Full-time
Campus/Institute Knoxville
Job Posting
Apr 11, 2024, 2:20:37 PM