Senior IT Technician (Desktop Support) Facilities Services UTK

The IT Technician (Desktop Support) serves as a lead technical resource responsible for advanced end-user computing support across Facilities Services. This position focuses on endpoint lifecycle management field device support and user experience optimization for both office and field staff. The role handles complex technical issues supports mobile workforce technologies and ensures reliable secure and efficient computing environments that enable Facilities Services operations. This role also maintains IT inventory stores and coordinates with the Office of Information Technology (OIT) for enforcing IT standards escalating network and shared services issues and handling any changes to the departments IT infrastructure.

• Provide Tier 2/3 support for desktops laptops tablets/mobile devices and peripherals.
• Serve as the primary escalation point for complex technical issues unresolved by Tier 1 support.
• Triage document and resolve incidents/requests in call record or incident tracking application.
• Perform root cause analysis and implement long-term solutions to recurring problems.
• Diagnose and resolve operating system application (e.g. Revit AutoCAD Bluebeam RingCentral) licensing connectivity and performance issues.
• Perform account/access troubleshooting and coordinate with OIT for escalations.
• Support mission-critical users as needed onsite or remote (using Bomgar/BeyondTrust/etc.).
• Support communication systems (2-way radios).
• Configure deploy and maintain standardized desktop and laptop environments.
• Maintain endpoint management tools (e.g. Azure AD Intune IntuneMDM Apple School Mgr. or equivalent).
• Manage system imaging software packaging and deployment processes.
• Maintain key mgmt system (KeyWatcher).
• Maintain inventory/asset lifecycle/logistics (ordering) & commissioning/decommissioning devices.
• Ensure systems are patched secured and compliant with university IT standards.
• Assist users with off-boarding related to IT assets & access.
• Deliver high-quality customer-focused IT support to Facilities Services personnel.
• Communicate clearly with users regarding issue status resolution steps and expectations.
• Support SLA adherence and continuous service improvement.
• Participate in desktop refresh initiatives system upgrades and technology rollouts.
• Assist with testing new hardware software and endpoint solutions.
• Provide input into standards for desktop computing within Facilities Services.
• Support mobile devices and applications used by field technicians (tablets rugged devices mobile apps).
• Troubleshoot connectivity syncing and usability issues in real-world operational environments.
• Assist with optimizing mobile workflows tied to work order and maintenance systems.
• Coordinate device replacements upgrades and lifecycle management.
• Identify opportunities to improve computer performance user experience and support efficiency.
• Manage and update service requests through the ticketing system (e.g. TeamDynamix).
• Create and maintain desktop support documentation knowledge base articles and SOPs.
• Develop quick-reference guides and job aids for commonly used systems and tools.
• Provide one-on-one or small group training to staff on devices software and best practices.
• Identify recurring issues and recommend process improvements aligned with best practices.
• Collaborate with the broader IT team on projects system improvements and escalated issues.
• Stay current with emerging technologies and best practices (desktop support remote assist device mgmt. etc.).

• Required Education:

  • High School Diploma or GED

    • Vocational or technical training in IT Computer Science or a related field preferred
    • Associates degree in IT Computer Science or a related field preferred

• Required Experience:

  • 3 years experience supporting Windows PCs iOS phones/tablets and network infrastructure in an enterprise environment.

    • Experience providing advanced (Tier 2/3) desktop and end-user support in a large enterprise environment (Microsoft).

    • Experience supporting mobile and field-based workforce technologies including tablets rugged devices and mobile applications preferred.

    • Experience with enterprise endpoint management platforms preferred (e.g. Azure AD Intune IntuneMDM Apple School Mgr. etc.).

    • Relevant certifications preferred (CompTIA A Microsoft Certified: Modern Desktop Administrator etc.).

    • Familiarity with VoIP/phone systems such as RingCentral radio systems preferred (Motorola MOTORBO).

    • Experience can substitute for education on a year for year basis.

• Required Knowledge Skills Abilities:

  • Knowledge of Microsoft 365/Azure environments.

  • Knowledge of IT service management/ticketing systems (TDX preferred).

  • Skill in IT asset/inventory management tools (SnipeIT).

  • Skill in remote support tools such as Bomgar (BeyondTrust).

  • Ability to provide excellent customer service and communication.

  • Ability to work independently and prioritize tasks in a fast-paced environment.

• Other Conditions:Valid Drivers license

Preferred Qualifications:

• Vocational Training or Associates degree in IT Computer Science or related field.
• Experience supporting mobile and field-based workforce technologies including tablets rugged devices and mobile applications.
• Experience with enterprise endpoint management platforms (e.g. Azure AD Intune IntuneMDM Apple School Mgr. etc.).
• Relevant certifications (CompTIA A Microsoft Certified: Modern Desktop Administrator etc.).

• Familiarity with VoIP/phone systems such as RingCentral radio systems (Motorola MOTORBO).

Work Location

• University of Tennessee Knoxville TN Campus
• This is an on-site position

Compensation and Benefits

• UT market range: MR08
• Find more information on the UT Market Range structurehere
• Find more information on UT Benefitshere

About The College/Department/Division

UT Facilities Services is responsible for the care and keeping of more than 300 facilities and utilities systems in and around Knoxville. As the University of Tennessee Knoxvilles largest non-academic department team members are responsible for facilities maintenance and repair custodial needs landscaping and lawncare utility work in-house and capital construction projects facilities planning and design environmental initiatives pest control campus event services and facilities administration functions for both the flagship campus and the agricultural institute. The Facilities Services staff provides around-the-clock coverage to ensure students staff faculty and fans have a consistent and positive experience every time they step foot on Rocky Top.