Help Desk Analyst - Office of Innovative Technologies

University of Tennessee

Office of Innovative Technologie

Help Desk Analyst II

Job Summary

The position will provide phone, email, chat, and walk-in support for various information technology-related problems and questions. Support will include answering questions, troubleshooting problems, communicating policy, and teaching customers about software and hardware functionality.

This position will primarily work the weekend and early week shifts, typically Saturday through Wednesday. However, the successful candidate must be able to work any shift.

Key Responsibilities

• Comprehensive Support: Provide support for computer applications, accounts, personal computers, and networks. Research questions or problems and find effective solutions.
• Ticket Management: Record, update, track, monitor, and close trouble tickets. Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
• Documentation: Write/edit instructional manuals, technical documentation online, and document solutions to common problems.
• Mentorship: Mentor co-workers in solving low to mid-level technical issues. Train new staff and guide colleagues in advising users on problem solutions.
• Proactive Problem Solving: Work closely with all departments within OIT and the broader university community to identify and resolve issues proactively.
• Representation: Represent OIT at university exhibitions.
• Additional Duties: Perform other related tasks as required.

Qualifications:

Qualifications

Required:

• Requires a high school diploma and two years of relevant experience, or an equivalent combination of education, training, and experience.
• Excellent interpersonal skills with the ability to handle demanding customers
• Strong oral and written communication skills
• Good diction
• Pleasant speaking voice
• Clearly understandable over the telephone
• Exceptional customer service skills: Ability to explain complex technical concepts clearly
• Excellent organizational, time-management, and team-building skills
• Experience writing/following technical documentation
• Ability to participate effectively in group discussions
• Capability to coordinate multiple projects independently
• Strong problem-solving skills: Identify relationships when resolving issues
• Work independently while taking ownership of problems/projects
• Thrive in a fast-paced collaborative environment
• Research new technologies & make recommendations for support

Preferred:

• Associate's or Technical degree
• Previous Help/Service Desk experience
• Higher education experience

Technical Skills

Required:

Working knowledge of:

• Personal computers (Windows & Mac OS)
• Web browsers & software applications
• Computer networking (DNS/DHCP)
• MS Office products for Windows & Mac
• Email clients

Desired:

Experience with:

• Outlook for Mac/Windows with Microsoft 365
• Microsoft 365 for Education (including Teams)
• Google Workspace

Preferred knowledge:

• Enterprise networking basics
• HTML/WYSIWYG UNIX/Linux web development
• Computer/account security best practices