Help Desk Analyst II Regular, Full-time, Market Range 6
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.
Internal Number: 218886
Our primary mission is to move forward the frontiers of human knowledge and enrich and elevate the citizens of the state of Tennessee, the nation, and the world. As the preeminent research-based, land-grant university in the state, UT embodies the spirit of excellence in teaching, research, scholarship, creative activity, outreach, and engagement attained by the nation’s finest public research institutions.