IT Technician II, Graduate & Executive Education (Haslam College Of Business)

IT Technologist II - Graduate and Executive Education

Haslam College of Business

Regular Full-Time, Market Range 6

(Multiple Positions)

The Haslam College of Business (HCB) at the University of Tennessee, Knoxville, invites applications for an IT Technologist II (Full-time, Non-exempt) in the Graduate & Executive Education (GEE) Office. Reporting to the Director of Digital Marketing and Technology, this position will provide day-to-day technical, operational and data management support to the students, faculty and staff of the Office of Graduate and Executive Education and to also work on the CRM to improve data accuracy and information management. This position is responsible for maintaining data integrity in a customer relationship management environment, reporting from the CRM, providing technical (CRM & IT) and administrative support as needed.

Responsibilities:

• Technology Support: Staff and Faculty

• Installation and maintenance of personal computers, loading software, printer maintenance, imaging PCs, and providing local and remote end-user support

• Identify, research, and resolve technical problems for all end-user equipment to include but not limited to laptops, desktops, desk phones, printers, camcorders, AV equipment and scanner devices

• Manage and track all loaner equipment and inventory of the same.

• Respond quickly to telephone calls, email, and personnel requests for technical support providing impeccable customer service

• Provide routine monitoring, testing, and analysis of all related IT system elements and maintain all IT equipment in a functional and ready to deploy state.

• Assist faculty and staff with their IT needs and help trouble shoot any technical issues.

• Provide classroom and team room infrastructure technology support to faculty and staff.

• Assist faculty and staff on their needs regarding special projects and use of software programs such as: Office, Zoom, Canvas, etc.

• Provide guidance to faculty and staff on the best technical solution for their project requirements.

• Assist supervisors and other team members with ongoing and upcoming technology based projects

• Provide project specific video support as assigned.

• Technology Support: Students

• Assist students in setting up their computers to be able to connect to the UT network.

• Assist students in any technical needs they have while on campus or off campus.

• Provide support both during on campus events as well as distance learning sessions as requested.

• Provides skilled installation on new equipment and software as needed in support of programs.

• Data Management:

• Coordinate with various admission teams on campus to receive, process, evaluate and assign transcripts to application records in SLATE.

• Serve as the subject matter expert for the GEE instance of SLATE and make recommendations to improve processes and provide product support.

• Responsible for data clean up and data integrity management of existing and new data in various CRM platforms (Dynamics 365, SLATE, etc).

• Assist staff with their CRM business needs and provide technical assistance as and when requested.

• CRM Support:

• Work with various stakeholders and users on the continuous improvement of the CRM (Dynamics 365, SLATE, etc) functionality.

• Continually work on the usability and integrate UX improvement to the CRM.

• Other CRM responsibilities as assigned.

Qualifications:

• Required Qualifications and Experience:

• Associate's degree required

• Requires at least 2 years of customer support in the technology field.

• Desired Qualifications and Experience:

• Bachelor's degree preferred

• Experience preferably in higher education set up with experience assisting in classroom technology and assisting faculty, students and staff with their technical needs.

• 1 years of experience using Microsoft Dynamics 365, preferably in a higher education or executive education environment.

Knowledge, Skills and Abilities:

• Required:

• The position requires a high level of knowledge in troubleshooting and setting up or PC's and Mac's.

• Strong working knowledge of software like Office Suite (especially Excel), Creative Cloud, Zoom, Canvas, Microsoft Dynamics 365 and SLATE (or comparable CRM platform).

• The position requires strong customer service skills and tact in dealing with faculty, staff, students, prospective students, guest and others.

• Ability to handle multiple projects and handle multiple technical issues at the same time and complete them in a timely fashion.

• Preferred:

• Knowledge of working of databases and HTML.

Application Process:

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. Screening of applicants will begin immediately and will continue until the position has been filled.

Interested individuals should provide a cover letter addressing professional experience relevant to each required minimum qualification, a resume, and complete contact information for 3 professional references.