Technical Support Specialist

The University of Tennessee Foundation, Inc (UTFI) invites applications and nominations to fill the position of Technical Support Specialist. Reporting to the Vice President of Technology and Innovation, Chief Technology Officer, the Technical Support Specialist is responsible for providing front-line and secondary technical assistance to Foundation employees and Central Services staff.  

This role will triage and resolve IT incidents, maintain accurate documentation, manage accurate documentation, manage software licensing and inventory, and deliver user training on systems, software, policies and procedures. 

Job responsibilities include, but are not limited to: 

End-User Support: Provide Tier 1 and Tier 2 support for hardware, software, and user account issues. Serve as Tier 3 escalation point to the University of Tennessee Information Technology team as needed. Diagnose and resolve hardware and software problems efficiently. Schedule and perform regular maintenance and repairs for end-user devices. Configure, install, and test end-user software and hardware. Recommend and implement process improvements to enhance IT service delivery. Create, modify, and deactivate user accounts while maintaining appropriate access controls and security group assignments. Maintain and contribute to the IT Service Management (ITSM) system and Advancement Technology Knowledge Base. 

Training and Documentation: Develop and maintain end-user support and technical documentation. Deliver training sessions on software applications, systems, and Foundation IT policies and procedures. Assist with onboarding and training of new employees. Ensure all IT documentation is accurate, comprehensive, and regularly updated. 

Inventory and Licensing: Maintain a comprehensive inventory of all software licenses, hardware assets, and peripherals. Coordinate the distribution, tracking, and lifecycle management of end-user devices. Ensure timely replacement and proper allocation of hardware and peripherals. 

Required Education and Experience 

The candidate who fills the Technical Support Specialist position is required to have: 

• 4+ years of experience with a High School Diploma or GED 

• Demonstrated ability to provide exceptional customer service to users with varying technical skill levels 

• Experience in installing, configuring, administering, and troubleshooting desktop and laptop hardware, software and peripherals 

• Proficiency in developing and de