Senior Desktop Support Analyst: Office of Innovative Technologies - UTK

Serves as a direct customer representative of OIT to faculty, staff and students.  Responds to requests for technical assistance via phone, email, or on-site.  Provides technical support for a wide variety of hardware, operating systems, software, audio and video, mobile and smart devices.  Leads special projects and/or supervises personnel for a project. Creates documentation and training, and mentors other team members and users.  Requires minimal work quality review and oversight.

Hiring for multiple positions. 

• Provides senior level desktop and networking support to faculty, staff and students 

• Configures, installs and/or repairs computer equipment including operating systems and applications

• Supports users on and off campus, including other IT personnel in units outside OIT and on other campuses.

• Analyzes the most complex technical problems and provides solutions that are efficient and effective

• Modifies processes as necessary, communicating with management and other team members

• Proactively pursues emerging technology to apply to and improve our processes 

• Works collaboratively to provide technical expertise and support to users as well as other team members

• Develops and provides training to other team members 

• Creates documentation or knowledge-base articles and instructions for campus users

• Proactively identifies errors or gaps in documentation, and creates and shares appropriate documentation as needed

Required Qualifications

• Education: Associate’s degree

• Experience: Associates degree plus three years of relevant desktop experience, or, at least five years of relevant desktop experience with HS diploma. 

• Knowledge, Skills, Abilities:

  • Broad technical knowledge of wide variety of computer hardware, operating systems, networking, software applications, and peripherals

  • Ability to rapidly triage problems and respond with appropriate solutions, modifying processes as required

  • Ability to assess & learn new technologies and apply them appropriately

  • Ability to work as a project leader, as a team member or as an individual

  • Ability to thoroughly document resolution to technical issues.

  • Excellent customer services skills and ability to communicate technical information

  • Strong organizational skills

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Preferred Qualifications

• Education: Bachelor's degree

• Experience: 5 Years of relevant experience

• Knowledge, Skills, Abilities:

  • ACMT certification

  • Ability to develop thorough documentation of processes or issues.

Work Location

• Location: Knoxville, Tennessee

• Onsite

Compensation and Benefits

• UT market range: MR09

• Anticipated hiring range: $53,000-$60,000

• Find more information on the UT Market Range structure here

• Find more information on UT Benefits here

Application Instructions

To express interest, please submit an application with the noted below attachments. To be assured of full consideration, completed applications with all requested materials should be submitted on or before July 2nd 2026:

• Resume

• Cover Letter

About The Division

The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer driven IT services in a consistent and credible manner.