Help Desk Analyst

Updated: 7 days ago
Location: Knoxville, TENNESSEE

Help Desk Analyst - 21000000ZG 



Help Desk Analyst II
Regular, Full-time, Market Range 6

Job Summary    

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. 





An Associate’s degree or equivalent IT customer support experience is required; Bachelor’s degree is preferred; at least 3 years of customer service experience is required; previous Help/Service Desk experience is preferred; previous higher education experience is preferred; excellent interpersonal skills and the ability to handle difficult customers; excellent oral and written communication skills, including good diction, pleasant speaking voice and clearly understandable over the telephone; strong customer service skills, including the ability to explain complex technical concepts to a diverse group of users; excellent organizational, time-management, and team-building skills; demonstrated experience writing and following technical documentation; ability to participate in group discussions; ability to coordinate and maintain a variety of projects with a significant degree of independence; possess strong problem solving skills, including the ability to identify relationships when solving problems; work independently, volunteer and take ownership of problems and projects, and work in a fast-paced noisy environment; ability to research new technologies and make recommendations for support; learn and use new technologies and make decisions under pressure. 

Required technical skills

Working technical knowledge of personal computers, Windows and Mac operating systems, web browsers, and other software applications; knowledge of computer networking and DNS/DHCP; experience with MS Office products for Windows and Mac; experience with e-mail clients.

Desired technical skills

Experience with Outlook 2016/2019 for Mac and Windows with Office 365 is preferred. Experience with Microsoft 365 for Education (including Microsoft Teams) and Google Workspace is preferred. General knowledge of enterprise networking; familiarity with HTML and WYSIWYG UNIX/Linux web page development is preferred; knowledge of computer and account security best practices is preferred.


  Information Technology - Technical 
Primary Location
  Vc Info Infrastructure # Oit General 
Campus/Institute  Knoxville 
Job Posting
  Jun 4, 2021, 8:51:12 AM 

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