Job Description

The Device Management Technician provides second line (Tier II) support for all staff and faculty at the University of Tennessee at Chattanooga. The Technician works in a dynamic, fast-paced environment - often, with minimal supervision - to provide services over the phone, through e-mail, in person, and chat across campus. The Technician troubleshoots issues and provides support and repairs for desktops, mobile and smart devices, hardware, printers, software, and audio and video.

Duties and Responsibilities:

• Troubleshoots technical issues for any university device to include faculty and staff devices, projectors, multimedia switches, control systems, document cameras, networking, desktop computers and software, to include operating systems, word processing, spreadsheets, and video capture and streaming

• Sets up, modifies, and repairs university hardware and software

• Provides emergency, first response support to technology-enhanced learning environments to troubleshoot problems in a timely fashion

• Troubleshoots problems using scripts and checklists as guides and escalates when necessary

• Contributes to the development of and adheres to Service Levels Agreements that determine the appropriate use and support of technology on campus

• Documents all work in our ticketing system

• Follows current university Information Security best practice policies and procedures

• Provides best effort support of all technologies, including specialized or scientific equipment or instrumentation

• Leverages imaging software to manage University computers across campus

• Researches questions and/or problems and finds technical solutions

• Develops, tests, and documents solutions to problems

• Assists in the deployment of new images, software/hardware upgrades, and fixes

• Provides routine first level support and coordination with vendor for warranty repairs/replacement

• Assists in mentoring and orienting new employees and student workers

• Performs quality assurance tests on newly installed learning technology equipment

• Interfaces and serves as a resource for university IT support personnel outside of central IT
• Advises, consults, and recommends technology for departmental purchases of equipment and software
• May provide minimal on-the-spot training to clients
• May lead small or special projects and/or assist with supervising personnel for initiatives
• Assists with maintaining a clean, work environment
• Attends Information Technology & Infrastructure staff meetings
• Ensures work hours/time is logged and entered within payroll deadlines
• Performs other duties as assigned/needed

The ideal candidate will possess the following:

• Knows and executes on decisions which are within their scope
• Knows and asks for assistance on decisions which are outside of their scope
• Experience and knowledge with desktop operating systems including Windows and Mac OS
• Application support knowledge
• Incident management application knowledge
• Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Demonstrated problem-solving and multi-tasking skills
• Good documentation skills
• Ability to effectively deal with conflict
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Ability to work effectively in a team oriented, high demand and fast paced environment

Review of applications will begin February 9, 2026, and will continue until the position is filled. Applications received by this date will receive priority consideration.

Minimum: Requires a high school diploma and two years of relevant IT technician/ IT customer service experience, or an equivalent combination of education, training, and experience.

Preferred:

• Bachelor’s degree in a related field
• Prior higher education experience preferred
• 1 + year of Customer Service experience
• 1 + year of Technical (hands-on) hardware & software installation experience
• Incident management application knowledge and experience preferred