The Knoxville campus of the University of Tennessee is seeking candidates who have the ability to contribute in meaningful ways to the diversity and intercultural goals of the University.
This position exists for maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Haslam Business Building and SMC building. The work includes, but is not limited to, configuring, modifying, troubleshooting, and repairing computers, peripherals and supporting IT equipment. Support also includes participating in problem resolution and proactive problem solving, to include occasional use of PowerShell to automate update and maintenance processes.
* Coordinate daily IT support activities for the Haslam College of Business consisting of approximately 700 faculty and staff computers, printers, and peripheral devices. Major responsibilities include system accountability, problem diagnosis and resolution, documenting using proper procedures and techniques, from system acquisition, maintenance, and eventual replacement.
* This position directly supervises student employees who assist with the daily computer support requirements
* Participate in Change Management process, submit requests for proposed projects and document your progress of individual assigned change requests
* Provide telephone, remote, and in-person technical support through HaslamHelp (TIS) tech support and in conjunction with the UT Office of Information Technology (OIT)
* Maintain an up-to-date level of knowledge of new and emerging technologies
* Facilitate partnership between the OIT HelpDesk and HaslamHelp (TIS) tech support
Serve as primary contact point and provides oversight for HCB computer management for all HCB staff, faculty, team room, loaner and conference room computers. Works in coordination with AV personnel who manage classroom setups including computers. Makes decisions including how to carry out work in varying circumstances by interpreting individual situations and determining which guidelines are most effective out of those available. Using ITIL solution keep HCB computers patched, update EOL (end of life) operating systems, schedule AV, browser, and software update roll-outs to all computers. Respond to vulnerability status update requests and document progress.
Audit network registry for HCB to ensure that computers are classified, contacting users to offer assistance in identifying equipment and recommend removal of older entries. Responsibilities include implementing and using configuration management system to manage over 700 computers and provide input to the department's IT asset manager when items are sent to surplus, out for repair, on loan or become non-operational. Report reconciliation for system updating in Netreg and AD to ensure that primary user names, serial numbers, asset tags, and locations are all tracked as the asset moves to new owner. Perform periodic audits of requested systems from IT Security Manager and create reports and documentation showing systems follow security standards and policies.
Responsible for creating, keeping images current, adhering to configuration standards and rolling those images out to new computers, updating loaners and Certaport machines before events, and keeping accurate records of image contents and machines imaged. Develops and facilitates imaging training for student workers to ensure standardized use of imaging technology.
Computer User Support
Provide user support to HCB computer users and assist users with more complex problems by performing local and remote testing. Operates as on-site expert for support and problem resolution and/or leads student workers performing similar functions. Provides specialized installation and repairs of equipment and IT infrastructures.
Facilitate partnership between the OIT HelpDesk and HaslamHelp (TIS) tech support. Partners with faculty and staff on basic information technology related projects by providing support and troubleshooting expertise.
New and Replacement Computer Equipment
Receive new and replacement computer equipment through Computer Upgrade Program (CUP) and other new requested equipment. Process Includes college department notification through system delivery and feedback after installation or upgrade. Specific duties include notification of TIS Admin (IT asset manager) when order is received, order coordination with staff/faculty member, configuration, delivery and reconciliation coordination with the TIS Admin (IT asset manager)
Handles IT problems independently when possible and coordinates problems that require investigation and/or support from the University OIT. Provide tracking and reconciliation for assets sent out for repair, Ability to reconcile current list of equipment being sent to Surplus. From logging equipment that has been surrendered for disposal through the pickup of the asset for disposal. Provide and make documentation available to TIS Admin (IT asset manager) of review of assets awaiting surplus along with Data Classification level of the device. When Devices are to be reused or disposed ensure that proper data handling, retrieval and secure storage techniques are used. Assist TIS Admin (IT Asset Manager) with yearly inventory audit by providing follow up, configuration, and report reconciliation as requested.
Change Management/Continuous Improvement
Perform other duties as assigned. These include but are not limited to supervision of the HBB VolPrint stations, computer inventory and surplus management, computer configuration for special events, and student worker supervision.
Continue to develop significant technical expertise across multiple and emerging IT platforms and systems especially in Windows and Mac operating systems and associated systems. Enhance scripting skills to continue to automate system tasks. Develop functional skills in related applications such as system monitoring tools, and documentation of processes for future student workers. Create a manual for new student workers.
Internal Number: 215629
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