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Senior Help Desk Analyst

The University of Tennessee, Knoxville
Knoxville, TN

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Senior Help Desk Analyst

The Senior HelpDesk Analyst serves as the Subject Matter Expert (SME) of the Office of Information Technology (OIT) HelpDesk team. This position serves as the senior team member of the HelpDesk providing assistance to the manager in supervising, mentoring, and training full-time and student staff. This position must have a firm understanding of team management and leadership skills, conflict management strategies, people management basics, deliver exceptional customer support, promote process improvement, and coach for success. This position will oversee the HelpDesk training program and knowledge management. This position will also work with the HelpDesk manager to ensure adherence to service level and operational level agreements, and ITIL processes. This position will work with many areas within OIT to coordinate incident management and problem resolution.  This position serves as the secondary point of point of internal escalation for customers, HelpDesk staff, and student assistants. This position will provide support for a variety of IT related incidents, problems, and service requests.  Work is completed with minimal oversight.

Subject Matter Expert (SME) and Process Analyst

    Serves as a senior team member responsible for analyzing complex, technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.Communicates with appropriate stakeholders as needed, sharing solutions, processes, documents, and training.Gathers information and analyzes data to predict trends and communicate recommendations to management.Researches and analyzes emerging technologies to determine potential use and develops a strategy for their deployment.Provides trending analysis and root cause techniques for proactive incident and problem management.Assist the HelpDesk manager with policy setting and adherence for service level and operational level agreements, and ITIL processes. Provide support for faculty, staff, and students for a variety of IT related issues, including but not limited to, Microsoft 365 and Google Workspace, Microsoft Office for Windows and Mac, account management, and IT security best practices. Acts as an advocate and point of contact for HelpDesk staff and student assistants.
Supervision, Staff Development, & Training

    Serves as a backup to IT ManagerServes as the secondary point of point of internal escalation for customers, HelpDesk staff, and student assistants. Creates and delivers training for group team members as well as general campus users.Designs, develops, and maintains the complete HelpDesk training program for staff and student workers.Write original curriculum for the HelpDesk core subject matter.Supervises and manages performance of student assistants.Create training exercises to demonstrate skills learned.Develop a grading rubric to quantify the comprehension of key concepts.Lead and coordinate all new student employee and full-time staff training schedules.Track and manage on-going employee knowledge retention. Manages the design, development, and testing of small to medium-sized projects independently. Responsible for analyzing and scoring HelpDesk tickets based on a scorecard.
Knowledge Management

    TeamDynamix Portal and Knowledge administrator.Administer and manage the OIT and HelpDesk knowledge system for both internal and external content using an original design.Responsible for analyzing and scoring knowledge articles based on a scorecard.Creates and delivers technical documentation for group team members as well as general campus users.Cultivate a content quality check process to ensure the integrity of the HelpDesk knowledge system and implement changes as needed.Procure information relative to HelpDesk/OIT subject matter to write and edit instructional manuals and on-line technical documentation.Coach and train HelpDesk employees on Knowledge Centered Support (KCS) practices and initiatives.
Required Qualifications     

This position requires at least five years of directly related experience in a Help/Service Desk environment. The candidate must possess advanced technical knowledge of Windows and Macintosh operating systems and applications, including Microsoft Office (especially Outlook), Microsoft 365, Google Workspace, and web browsers. Ability to write and manage end-user documentation is required. Employee development and training experience is required.

Preferred Qualifications

Familiarity with ITIL standards is preferred. Familiarity with Knowledge Centered Support (KCS) principles is preferred. Some previous supervisory experience is highly desired. Experience with project management is preferred. General knowledge of mobile devices, networking, web page development and IT Security standards and best practices is desired.

Skills and Abilities              

The applicant must possess strong customer service skills. The applicant must demonstrate the ability to coordinate and maintain a variety of projects with a significant degree of independence.  The applicant must possess strong problem solving skills.  The applicant must possess excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.  The applicant must be able to work independently.  The applicant must possess the ability to learn and use new technologies.


This position requires a bachelor’s degree or equivalent related work experience.     

Job: Information Technology Professional
Primary Location: US-Tennessee-knoxville
Organization: Vc Info Infrastructure # Oit General
Schedule: Full-time
Job Posting: Jun 8, 2022, 12:07:26 PM


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.

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