JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 3 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 Service Desk.



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 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. (TRANSCRIPT REQUIRED)

EXPERIENCE: One (1) year job related experience; OR Associate’s Degree and three (3) years of related experience; OR a combination of related education and work experience as stated above to equal eight (8) years.

KNOWLEDGE, SKILLS, AND ABILITIES:

Advanced knowledge of Windows and MacOS computing platforms.
Knowledge of IT Service Management procedures and documentation requirements.
Comprehensive troubleshooting and creative problem-solving skills.
Strong organization and multi-tasking skills.
Proficient in the development of procedures , documentation, and guidelines.
Strong interpersonal and communication skills.
This position will encounter highly sensitive and highly private information, including protected health information, and must exercise a high level of judgment, prudence, discretion, and integrity.