IT Technician 4- ITS Customer Technical Support

Market Range: 09

Hiring Salary: $22.77/Hourly 

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 4 provides expert technical assistance and support to the University of Tennessee Health Science Center computing devices and to the students, faculty and staff who use them. This position also provides leadership and expertise for other technicians within the Customer Technology Support group. The scope of this role includes the procurement, deployment, support, and repair of computer hardware, as well as software installation, maintenance, and support, including Microsoft and Apple operating systems, drivers, and applications.

1. Troubleshoots, diagnoses, and resolves software and hardware issues with UT-owned computing equipment and student personal computers.
2. Educates faculty, staff, and students on proper computer usage and IT support procedures; translates complex technical jargon into language accessible by non-technical users.
3. Documents service requests and work performed clearly and promptly in IT ticketing system.
4. Evaluate equipment performance and recommend solutions, including configuration changes, hardware upgrades, and new computer purchases.
5. Assesses users’ needs and preferences and provides purchase recommendations and quotes for new computing equipment.
6. Diagnoses and resolves Windows and Apple operating system issues, M365, Adobe Creative Cloud, Zoom, web browsers, and driver issues.
7. Coordinates with purchasing departments, the campus bookstore and other vendors regarding computer purchasing and deliveries.
8. Assists in supervising and managing workflow within Customer Technology Support.
9. Remediates security vulnerabilities at the request of Cybersecurity via software updates, device hardening, and malware removal techniques.
10. Performs hardware warranty and non-warranty repairs of desktops, notebooks, and printers.
11. Explores new technologies and tools that can benefit and improve IT infrastructure and processes.
12. Processes billing invoices for the cost of repairing parts.
13. Performs other related duties as required.

MINIMUM REQUIREMENTS:  

EDUCATION: Associate’s Degree in Electronic Engineering Technology, IT, MIS, or Computer Engineering. (TRANSCRIPT REQUIRED)

EXPERIENCE: Three (3) years in work related to duties stated above; OR a combination of related education and work experience as stated above to equal five (5) years. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of the following systems: Apple GSX, Dell TechDirect, SCCM, and JAMF. 
• Strong troubleshooting ability to determine the underlying causes of hardware and software-related issues. 
• Knowledge of Windows and Apple operating systems and their diagnostic utilities. 
• Excellent communication skills are a necessity due to the daily interaction with faculty, staff, and third parties.