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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

Help Desk Analyst II 

MR 06

Job Summary    

The position will provide phone, email, chat, and walk-in support for a variety of 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 first shift; however, the successful candidate must be able to work any shift, including off-hours and occasional weekend shifts.


Provide computer application, account, personal computer, and network support; Researches questions and/or problems and finds solutions for applications. Record, update, track, monitor, and close trouble tickets.  Follow up with users to verify problems have been resolved and customer satisfaction is achieved.  Write/edit instructional manuals, online technical documentation and documenting solutions to common problems. 

Mentors and provides guidance to co-workers in solving low to mid-level technical problems; Trains new staff and guides co-workers in advising users on problem solutions

Engages in proactive problem solving; Works closely with all departments within OIT and the University community to research and identify problems. Give occasional formal presentations and represent the organization at University functions.

Perform other related duties as required. 


An Associate’s degree or equivalent IT customer support experience is required; Bachelor’s degree is preferred; at least 3 years of customer service experience is required; previous Help/Service Desk experience is preferred; previous higher education experience is preferred; excellent interpersonal skills and the ability to handle difficult customers; excellent oral and written communication skills, including good diction, pleasant speaking voice and clearly understandable over the telephone; strong customer service skills, including the ability to explain complex technical concepts to a diverse group of users; excellent organizational, time-management, and team-building skills; demonstrated experience writing and following technical documentation; ability to participate in group discussions; ability to coordinate and maintain a variety of projects with a significant degree of independence; possess strong problem solving skills, including the ability to identify relationships when solving problems; work independently, volunteer and take ownership of problems and projects, and work in a fast-paced environment; ability to research new technologies and make recommendations for support; learn and use new technologies and make decisions under pressure. 

Required technical skills

Working technical knowledge of personal computers, Windows and Mac operating systems, web browsers, and other software applications; knowledge of computer networking and DNS/DHCP; experience with MS Office products for Windows and Mac; experience with e-mail clients.

Desired technical skills

Experience with Outlook 2016/2019 for Mac and Windows with Microsoft 365 is preferred. Experience with Microsoft 365 for Education (including Microsoft Teams) and Google Workspace is preferred. General knowledge of enterprise networking; familiarity with HTML and WYSIWYG UNIX/Linux web page development is preferred; knowledge of computer and account security best practices is preferred.

Job: Information Technology - Technical
Primary Location: US-Tennessee-knoxville
Organization: Oit Service Centers
Schedule: Full-time
Job Posting: Aug 8, 2022, 12:41:04 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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