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Technical Assistance Specialist - Social Work Research & Public Service (Multiple Positions)

The University of Tennessee, Knoxville
Knoxville, TN

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Job Details


Technical Assistance Specialist (multiple positions) - Social Work Research & Public Service (SWORPS) - 

Regular Full-time


Non-Exempt Position

Market Range: 6

Salary Range: 40-45K

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 II – Technical Assistance Specialist positions. This position will provide specialized technical and help desk support for State of TN users. Additionally, the Technical Assistance Specialist will provide software and application testing for custom technology solutions.


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.

·       Other duties as required.

Software and Application Testing

·       Work with development team to provide feedback and testing for custom products

·       Work with partner products to provide feedback and testing for custom products

·       Other duties as required

·       Work with internal training team to provide feedback and testing for training materials related to custom products and technology products

·       Work 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


Position Requirements: 

High school degree or equivalent. Entry-level experience with technology in a professional environment. Strong, demonstrated competence with computing technology. Experience with oral, written, and other forms of communication in a professional setting. At least one year experience using Microsoft Office products in general and Office 365 specifically.

Preferred requirements: At least one year experience providing customer service in a technology-centered environment. Experience working with human service data and technical support. Experience with help desk software and documentation.



Other Professional  

Primary Location 



Social Work Research & Pub Svc  




Job Posting 

Job: Information Technology - Technical
Primary Location: US-Tennessee-knoxville
Organization: Social Work Research & Pub Svc
Schedule: Full-time
Job Posting: Jun 16, 2023, 8:24:30 AM


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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