Hardware/Software Specialist-ITS

The University of Tennessee

Memphis, TN

Job posting number: #7100412

Posted: May 19, 2022

Application Deadline: Open Until Filled

Job Description

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: Under the supervision of the Director, the Hardware/Software Specialist plans, coordinates, and processes all aspects of delivering high responsive customer workstation/device technical support services. This position also provides the second level of support to UTHSC customers by handling on-site technical support services for service request/problem resolution that have been escalated by the UTHSC Helpdesk.



DUTIES AND RESPONSIBILITIES:

Provides technical support services for department specific hardware and software applications.
Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Configures and verifies the storage of patient, research, academic, and administrative data.
Provides resolution for escalated service requests/trouble tickets.
Assists with troubleshooting security attacks, breaches and the remediation of security vulnerabilities.
Assists with implementing Information Technology Security requirements and other technical controls required per UTHSC security policies and guidelines in a timely manner.
Develops, maintains, implements, and documents workstation/device, application, and network configurations.
Tests critical third (3rd) party and operating software updates before deploying to campus.
Provides software, hardware, and networking support for various devices including thin clients, desktops, laptops, printers, MFD’s, smartphones, and a variety of mobile devices.
Serves as a technical facilitator with outside vendors and other UT campuses to meet user needs.
Evaluates new computer technologies and analyzes if and/or how these technologies can be deployed in the University system and can best be used to accomplish the University’s missions
Performs other related duties assigned.


MINIMUM REQUIREMENTS:

EDUCATION: Bachelor’s Degree in Computer Science, Engineering, MIS, or related any field of study. (TRANSCRIPT REQUIRED)

EXPERIENCE: Two (2) years of experience; troubleshooting, training and support in a variety of computing platforms; OR Associate’s Degree, two (2) years of related work experience in the area of computer and microcomputer systems; OR a combination of related education and work experience as stated above to equal six (6) years.

KNOWLEDGE, SKILLS, AND ABILITIES:

Demonstrable ability to diagnose and resolve a wide variety of end-user peripheral, network, and computer hardware and software issues.
High degree of computer literacy and skill (server and stand-alone software, hardware).
Demonstrated skill and experience with a wide variety of platforms, including desktop, laptop, tablet, mobile, and wearable.
Ability to exude exceptional customer service orientation and build rapport with the UT user community.
Familiarity and knowledge of modern computer technology: hardware, operating system, network equipment, video, and other peripherals.
Ability to work effectively and efficiently with minimal supervision.
Ability to provide keen attention to detail.
Excellent verbal and written communication skills.
Ability to communicate effectively with both technical and non-technical end-users and to translate complex technical terms and information into a form that non-technical users can understand and use.
Ability to work with both customers and hardware and software vendors to evaluate and resolve technical problems.
Ability to analyze systems and make proactive recommendations for improvements.
Ability to demonstrate a customer-centric service orientation, discretion, sound judgment, confidentiality, initiative, and interpersonal skills in addition to work performance skills used to deal with workload volume, projects and issues, users and personnel of diverse rank and levels of technical expertise.
Ability to handle highly sensitive and highly private information, including protected health information.
Ability to exercise a high level of judgment, prudence, discretion, and integrity.



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