IT Technologist Social Work Research & Public Service UTK

The Social Work Office of Research and Public Service (SWORPS) is seeking a service-oriented IT Technologist to provide responsive technology support device setup procurement coordination inventory management event technology support documentation and technology-enabled process improvement.

This role is a good fit for someone who enjoys helping people solving practical problems improving processes and supporting technology in a fast-paced mission-driven environment. The successful candidate is a responsive service-oriented problem solver who enjoys helping others communicates clearly with both technical and non-technical colleagues brings practical solutions manages competing priorities well and follows issues through to resolution.

SWORPS supports a large primarily remote workforce along with onsite operations at the UT Conference Center. The IT Technologist works closely with SWORPS staff the Budget Finance and Operations team the College of Social Work OIT vendors and other University partners to identify needs resolve issues recommend improvements and implement approved technology solutions.

This is a grant-funded position and is contingent upon the continued funding of the grant.

• Provide day-to-day technology support for SWORPS staff including computers laptops peripherals software connectivity access issues device disruptions endpoint management and related user-support needs.
• Configure enroll deploy and support new or replacement computers laptops printers peripherals and related equipment.
• Support device-level Microsoft Intune enrollment configuration troubleshooting updates and compliance follow-up in coordination with OIT and University technology partners.
• Coordinate IT procurement for SWORPS technology needs including computers laptops monitors printers peripherals software cellular devices hotspots accessories conference technology and related equipment.
• Maintain accurate technology inventory records including assigned users locations device status replacement dates warranty status surplus status and related documentation.
• Support SWORPS meetings conferences trainings webinars hybrid meetings livestreams and other events.
• Document support requests troubleshooting steps resolutions recurring issues user needs and process gaps in approved tracking systems.
• Create and maintain procedures job aids checklists knowledge articles user guidance inventory documentation and device setup documentation.
• Support technology improvement projects that reduce manual work improve access to accurate information strengthen service tracking and improve BFO/SWORPS operations.
• Process improvement: help develop or improve SharePoint sites knowledge-management resources ticketing/intake systems reports dashboards workflows forms documentation and service processes.

What We Are Looking For

We are looking for someone who:

• Provides excellent customer service and communicates clearly patiently and professionally.
• Takes ownership of problems and follows through to resolution.
• Is collaborative responsive solution-oriented and comfortable working across teams.
• Can manage competing priorities in a fast-paced environment.
• Notices recurring issues and looks for ways to improve processes.
• Values documentation accuracy consistency and clear communication.
• Can work independently while knowing when to ask questions or escalate issues.

Required Qualifications

• Education:Associate degree or two additional years of combined education training and/or experience in the required areas below.

• Experience:
  • Two years of experience in a computer hardware software helpdesk endpoint support technology support systems support device-management or related technical environment.
  • Two years of experience providing technology support to end users with varying levels of technical knowledge.
• Knowledge Skills Abilities:
  • Knowledge of Windows and Mac hardware operating systems software installation endpoint setup peripheral support and device troubleshooting.
  • Knowledge of basic network connectivity printer connectivity user access concepts Microsoft Active Directory or similar identity-management tools and Microsoft Intune or similar endpoint-management system.
  • Skill in troubleshooting hardware software access peripheral and user technology issues.
  • Skill in communicating technical information clearly to users with varying levels of technical knowledge.
  • Ability to work independently take ownership of problems and projects manage competing priorities and follow issues through to resolution.
  • Ability to coordinate with OIT vendors central offices BFO staff and SWORPS staff to resolve issues and improve technology support.
  • Ability to develop and maintain documentation procedures checklists knowledge articles SharePoint pages user guidance and related technology resources.

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-basedvisa status.

Preferred Qualifications

• Experience:

  • 34 years of relevant IT experience

  • Three to four years of experience in a computer hardware software endpoint support helpdesk systems support device-management or technology operations environment.

  • One to two years of experience working in higher education research public service nonprofit government or a complex distributed-workforce environment.

  • Experience supporting Microsoft 365 SharePoint Teams OneDrive Microsoft Intune or other endpoint-management tools ticketing systems inventory systems or knowledge-management tools.

  • Experience configuring enrolling deploying and supporting computers laptops printers peripherals and related equipment.

  • Experience supporting technology purchasing equipment lifecycle management vendor coordination warranty repair surplus or inventory processes.

  • Experience developing user-facing procedures job aids SharePoint pages support documentation reports dashboards or process-improvement tools.

  • Experience supporting event meeting webinar livestream or hybrid meeting technology.

  • Experience troubleshooting hardware software connectivity peripheral access endpoint or device issues.

  • Experience documenting technology issues resolutions equipment information procedures device information or related support activity.

• Knowledge Skills Abilities:

  • Knowledge of higher education research public service nonprofit or complex distributed-workforce technology support needs.

  • Knowledge of University technology policies procurement practices inventory requirements information security expectations and technology governance standards.

  • Skill in SharePoint Microsoft 365 ticketing systems inventory systems reporting tools dashboards knowledge-management tools endpoint-management tools or workflow automation.

  • Ability to support meeting webinar livestream hybrid meeting and event technology.

  • Ability to evaluate technology needs and make recommendations that consider cost service quality security sustainability user experience and operational impact.

Work Location

• Location: Knoxville TN
• Position requires in person reporting to UT Social Work offices in Knoxville TN.There is the ability to work from home two days a week after training is completed.

Compensation and Benefits

• UT market range: 09
• Anticipated hiring range:Midpoint to 75^th percentile of the range
• Find more information on the UT Market Range structurehere
• Find more information on UT Benefitshere

Application Instructions

Applications will be reviewed as received and interviews can begin as soon as 7 days from posting.

Interested individuals should provide the following:

• Resume
• Cover Letter

About The College/Department/Division

The Social Work Office of Research and Public Service (SWORPS) is an applied research center of the University of Tennessee College of Social Work (CSW). We are a dynamic and close-knit interdisciplinary team of individuals with a shared vision of thriving communities with equitable outcomes for all. We do that by building partnerships that leverage research technology and human connection to improve lives in Tennessee and beyond.

Over the past fifty years SWORPS has worked with local nonprofits such as the United Way of Greater Knoxville University of Tennessee departments and faculty researchers state agencies such as the Tennessee Department of Human Services and federal agencies like the Department of Housing and Urban Development. Our annual portfolio consists of 25-40 sponsored projects spanning a wealth of different content areas but one common thread -each project contributes one more building block for thriving communities with equitable outcomes for all.

Learn more about SWORPS and some of our programs and resources by visiting our webpage: Experience:

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