Skip to main content

This job has expired

IT Technician 3 - Haslam College of Business

Job Details

Description
IT Technician 3 - Haslam College of Business

Regular Full-time, Market Range 07

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.

This position exists for maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Haslam Business Building and SMC building.  The work includes, but is not limited to, configuring, modifying, troubleshooting, and repairing computers, peripherals and supporting IT equipment.   Support also includes participating in problem resolution and proactive problem solving, to include occasional use of PowerShell to automate update and maintenance processes. 

• Coordinate daily IT support activities for the Haslam College of Business consisting of approximately 700 faculty and staff computers, printers, and peripheral devices.  Major responsibilities include system accountability, problem diagnosis and resolution, documenting using proper procedures and techniques, from system acquisition, maintenance, and eventual replacement.

• This position directly supervises student employees who assist with the daily computer support requirements

• Participate in Change Management process, submit requests for proposed projects and document your progress of individual assigned change requests

• Provide telephone, remote, and in-person technical support through HaslamHelp (TIS) tech support and in conjunction with the UT Office of Information Technology (OIT)

• Maintain an up-to-date level of knowledge of new and emerging technologies

• Facilitate partnership between the OIT HelpDesk and HaslamHelp (TIS) tech support

Job Duties/Responsibilities:

Computer Management

  • Serve as primary contact point and provides 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. Makes decisions including how to carry out work in varying circumstances by interpreting individual situations and determining which guidelines are most effective out of those available.  Using ITIL solution 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 IT asset manager 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 requested systems from IT Security Manager and create reports and documentation showing systems follow security standards and policies.
Computer Imaging

  • Responsible for creating, keeping images current, adhering to configuration standards and rolling those images out to new computers, updating loaners and Certaport machines before events, and keeping accurate records of image contents and machines imaged.  Develops and facilitates imaging training for student workers to ensure standardized use of imaging technology. 
Computer User Support

  • Provide user support to HCB computer users and assist users with more complex problems by performing local and remote testing. Operates as on-site expert for support and problem resolution and/or leads student workers performing similar functions. Provides specialized installation and repairs of equipment and IT infrastructures.
  • Facilitate partnership between the OIT HelpDesk and HaslamHelp (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.   Process Includes college department notification through system delivery and feedback after installation or upgrade.  Specific duties include notification of TIS Admin (IT asset manager) when order is received, order coordination with staff/faculty member, configuration, delivery and reconciliation coordination with the TIS Admin (IT asset manager)  
  • Handles IT problems independently when possible and coordinates problems that require investigation and/or support from the University OIT.   Provide tracking and reconciliation for assets sent out for repair, Ability to reconcile current list of equipment being sent to Surplus.  From logging equipment that has been surrendered for disposal through the pickup of the asset for disposal.  Provide and make documentation available to TIS Admin (IT asset manager) of review of assets awaiting surplus along with Data Classification level of the device.   When Devices are to be reused or disposed ensure that proper data handling, retrieval and secure storage techniques are used.     Assist TIS Admin (IT Asset Manager) with yearly inventory audit by providing follow up, configuration, and report reconciliation as requested.
Change Management/Continuous Improvement

  •   Perform other duties as assigned.  These include but are not limited to supervision of the HBB VolPrint stations, computer inventory and surplus management, computer configuration for special events, and student worker supervision.
  • 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.  Create a manual for new student workers.     


Qualifications
REQUIREMENTS:

  • Associate’s degree or technical training in an IT related field and 3-5 years on-site and remote desktop support experience which includes 3 years of experience using desktop imaging solutions OR 5 years on-site and remote desktop support experience which includes 3 years of experience using desktop imaging solutions (examples:  MDT, WDS, ME or other imaging solution).
  • 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
  • Ability to handle constantly changing tasks, ability to multitask effectively and to exercise patience and professionalism during stressful situations.
  • Demonstrated experience managing Active Directory (AD) systems
  • 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, and 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. 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: Hcb Adm Support
Schedule: Full-time
Job Posting: Apr 19, 2021, 1:34:30 PM

Organization

Working at The University of Tennessee, Knoxville

Founded in 1794, the University of Tennessee is one of the nation’s oldest and most storied public universities. Based in Knoxville, Tennessee’s flagship land-grant institution includes the statewide Institute of Agriculture and the Space Institute in Tullahoma. The university embodies excellence in teaching, discovery, scholarship, research, creative activity, outreach, and engagement. Known as the Volunteers, we lead with a spirit of selflessness, empathy, and courage, and strive to be champions for diversity, equity, and inclusion

UT Knoxville is a Research 1 university with 11 academic colleges and more than 900 programs of study. With an enrollment of more than 30,000 students, our academic programs are repeatedly ranked top in their class. The university co-manages Oak Ridge National Laboratory, the country’s most prominent national lab, driving innovation in advanced manufacturing and materials, national security, and more. We are closely connected with our communities through outreach and extension efforts across Tennessee and through partnerships with non-profits, corporations, and industries—regionally, nationally, and around the globe.

The city of Knoxville is nestled in the foothills of the Great Smoky Mountains. The modern, thriving community is surrounded by gorgeous lakes and hundreds of miles of walking, hiking, and biking trails. Situated along the banks of the Tennessee River, our beautiful features an eclectic music scene, internationally recognized festivals, unique restaurants, and a robust offering of diverse cultural activities. Knoxville is located within a day’s drive of Atlanta, Nashville, Asheville, Charlotte, Louisville, Cincinnati, Memphis, Chicago, and Washington D.C.

Knoxville and the surrounding counties have a population of more than 850,000 people. The region houses many leading corporations and organizations, including Oak Ridge National Laboratory, Pilot/Flying J, the Tennessee Valley Authority, and Regal Cinemas, along with HGTV, Food Network, and other networks owned by Discovery Inc.

As a member of the UT family, you will be surrounded by top-notch faculty, staff, and students from around the world. You will be part of a diverse campus community that is passionate about changing the world and cheering for the Vols on game day.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert