IT Technician 2 - Graduate and Executive Education, Haslam College of Business



Regular full time, market range 06

The Haslam College of Business at The University of Tennessee is seeking an IT Technician II for its Graduate and Executive Education (GEE) programs. This is a non-exempt, 12-month, full-time, staff position.

The primary responsibilities of the IT Technologist II position include, but are not limited to: providing day-to-day technology support, training, and program support for students, staff and faculty of the 7 MBA programs and 10+ non-degree course offerings within the Graduate and Executive Education area. To accomplish this, the IT Technologist II will need to work effectively with other members of the technology team as well as in cross-functional teams, providing a very high level of customer service and satisfaction to both internal and external constituents. The individual will need to be a strong team players while also being an individual self-starter and should have the ability to work multiple projects at the same time.

Must have a strong attention to detail; commitment to customer service; adaptability, cultural sensitivity, and the ability to communicate with many different types of people, including executives, faculty, staff, students, and corporate customers. Candidates should also have excellent organizational ability, project management skills, and oral and written communication skills. Position will require occasional work on evenings and weekends when classes are in residence. Successful candidates will also have the ability to contribute in meaningful ways to the diversity and intercultural goals of the department and the University.



Responsibilities include, but not limited to:

Technology Customer Support:

  • Responsible for maintaining all IT equipment in a functional state and ready to deploy preparedness.
  • Responsible for managing, tagging and inventory tracking of all loaner and staff equipment.
  • Assist faculty and staff with IT needs and troubleshoot any technical issues.
  • Provide classroom and team room infrastructure technology support to faculty and staff.
  • Assist faculty and staff with standard IT/GEE tech practices, special project requests & use of software programs such as Office, Zoom, Canvas, Slate, Microsoft AX, Dynamics 365, and others.
  • Assist supervisor and other team members with ongoing technology based projects.
  • Assist students with computer setup and connection to UT network(s) & services.
  • Assist students with technical needs when on campus or during off campus sessions.
  • Provide operational support to on campus and distance learning sessions as needed.
  • Provide technical support for other events hosted by GEE.
  • Provide weekend and evening support to programs and events as needed.

CRM Support

  • Responsible for data clean up and data integrity management of existing and new customers and leads.
  • Responsible for generating reports, views/dashboards for staff, based on their needs.
  • Assist staff with their CRM business needs and provide technical assistance with CRM related activities.
  • Work with various stakeholders and users on the continuous improvement of the CRM functionality.
  • Work on CRM usability to improve user experience in the CRM.
  • Other CRM responsibilities as assigned.

Minimum Qualifications: Associates degree with 4 years of professional work experience or Bachelor’s degree with 1-2 years of professional experience to include:

  • Experience in providing technology support within an academic setting
  • Experience in supporting a Customer Relationship Management (CRM) system that interfaces with multiple other systems.
  • Experience in supporting platforms that are used for online tele conferencing and online course delivery.
  • Experience and strong working knowledge of Microsoft Office products and the ability to troubleshoot them for customers
  • Must have excellent written and oral communications skills and strong customer relationship skills.
  • Strong understanding of FERPA

Desired Qualifications:

  • Experience with Dynamics 365 for customer data management and applicant data management in relation to support recruiting initiatives
  • Experience supporting academic programs, and related teams with their technical needs.

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.

All qualified applicants will receive equal consideration for employment and admissions without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.

Eligibility and other terms and conditions of employment benefits at The University of Tennessee are governed by laws and regulations of the State of Tennessee, and this non-discrimination statement is intended to be consistent with those laws and regulations.

In accordance with the requirements of Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, The University of Tennessee affirmatively states that it does not discriminate on the basis of race, sex, or disability in its education programs and activities, and this policy extends to employment by the University.

Inquiries and charges of violation of Title VI (race, color, national origin), Title IX (sex), Section 504 (disability), ADA (disability), Age Discrimination in Employment Act (age), sexual orientation, or veteran status should be directed to the Office of Equity and Diversity (OED), 1840 Melrose Avenue, Knoxville, TN 37996-3560, telephone (865)974-2498 (V/TTY available) or 974-2440. Requests for accommodation of a disability should be directed to the ADA Coordinator at the Office of Equity and Diversity.

Job: Information Technology - Technical
Primary Location: US-Tennessee-Knoxville
Organization: Degree Programs
Schedule: Full-time
Job Posting: Apr 16, 2021, 9:51:31 AM

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