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 department's 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, Intune[MDM], 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.).