Help Desk Supervisor
- Employer
- The University of Tennessee, Knoxville
- Location
- Knoxville, TN
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
IT Technologist III - Help Desk SupervisorSocial Work Research & Public Service (SWORPS) Regular Full-time
The University of Tennessee Knoxville, College of Social Work, through the Social Work Office of Research and Public Service (SWORPS) is accepting applications for multiple IT Technologist III – Help Desk Supervisor. This position supervises a state wide help desk staffed with multiple Technical Assistance Specialists who provide specialized technical and help desk support for users across the State of TN. The Help Desk Supervisor provides complex technical problem solving and is required to learn, use, and support multiple software products and custom applications for State of TN and grant partner agencies. They also collaborate with developers and customers to provide software and application testing
Qualifications
Job Functions/Responsibilities:Technical Assistance and Help Desk
- Provide desktop and technical support to customers. Learn, use, and support multiple software products and custom applications for State of TN and grant partner agencies. Answer toll-free number and provide professional spoken response. Operate cloud-based phone software, including transferring calls, managing queues, and message management Communicate patiently and effectively with customers, providing additional support for those with limited technical proficiency. Diagnose, triage, and problem-solve customer needs. Align responses with State, Partner, and University policy and follow best practice with technology, information security, privacy, and confidentiality. Must be able to work remotely if required. Must be able to work independently and in collaboration with others. Always maintain high degree of professionalism in communication. Collaborate with partner agency help desks as requiredFollow best practice for technology, information security, privacy, and confidentialityDocumentation of help desk requests and responsesOther duties as required
- Plan shift schedule for technical assistance/help desk staffCollect metrics and data on help desk requestsSupervise up to 10 full time technical assistance specialistsPerform University-required HR responsibilities (e.g., performance appraisals)Other duties as required
- Work with internal training team to provide feedback and testing for training materials related to custom products and technology productsWork with grant partners to provide feedback and testing for training materials related to custom products and technology products
- Provide feedback, testing, and review of training websites and help desk websites
- Work with development team to provide feedback and testing for custom productsWork with partner products to provide feedback and testing for custom productsOther duties as requiredWork with internal training team to provide feedback and testing for training materials related to custom products and technology productsWork with grant partners to provide feedback and testing for training materials related to custom products and technology productsProvide feedback, testing, and review of training websites and help desk websites
Job: Information Technology - Technical
Primary Location: US-Tennessee-knoxville
Organization: Social Work Research & Pub Svc
Schedule: Full-time
Job Posting: Jan 27, 2023, 9:21:27 AM
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.
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