Technical Assistant Specialist: Social Work Research & Public Service - UTK

Job Description The Technical Assistance Specialist provides desktop and technical support to customers statewide, including users within the State of Tennessee and grant partner agencies. This position requires the ability to quickly learn and support multiple software products and custom applications, diagnose and triage issues, and resolve technical problems efficiently and accurately. The role calls for strong customer service skills, clear and patient communication, and a consistent focus on professionalism.

Work must align with State, Partner, and University policies, as well as best practices for technology, information security, privacy, and confidentiality. Specialists must be able to work remotely if required, work independently, and collaborate effectively with others. Additional duties may be assigned as needed.

This is a grant-funded position and is contingent upon the continued funding of the grant.

Responsibilities

• Answer a toll-free support line and provide a consistently professional, customer-friendly phone experience
• Use cloud-based phone/queue tools to manage calls, transfer callers, monitor queues, and handle message management
• Provide direct customer support across multiple channels, including phone, text, chat, email, and web-based requests
• Learn, navigate, and support multiple software products, including custom applications used by the State of Tennessee and partner agencies
• Diagnose issues, triage requests, and troubleshoot customer needs through to resolution
• Ensure guidance and problem resolution aligns with State, Partner, and University policies
• Collaborate with partner agency help desks as needed to coordinate support and resolve escalations
• Follow best practices related to technology, information security, privacy, and confidentiality in all support interactions
• Document help desk requests and responses clearly and accurately
• Partner with the development team to test custom products and provide clear feedback to improve usability and performance
• Coordinate with partner product teams to test systems and share feedback that supports successful implementation and user adoption
• Work with the internal training team to test and review training materials for custom and technology products, offering improvement recommendations
• Partner with grant agencies to test and provide feedback on training materials related to custom products and technology tools
• Review, test, and recommend improvements for training websites and help desk/support websites
• Perform other duties as assigned to support program and customer service needs

Qualifications Required Qualifications

• Must have valid driver’s license, automobile at their disposal, and a current automobile liability policy with continuous coverage.
• Experience: Entry-level experience using technology in a professional work environment, with strong demonstrated competence and comfort working with computers and modern workplace tools. Candidates should have experience communicating professionally in a workplace setting through oral, written, and other digital methods, along with at least one (1) year of experience using Microsoft Office products in general and Office 365 specifically.

• Knowledge, Skills, Abilities:

• Skill in professional, compassionate, accurate communication (written, spoken, and multi-channel: phone, text, chat, email, web)
• Ability to operate cloud-based phone systems (call handling, transfers, queue management, and messages/voicemail)
• Ability to learn and use help desk/ticketing software effectively
• Knowledge of modern workplace technology (including Office 365 and Microsoft Teams)
• Ability to quickly learn and apply State, Partner, and University policies and controls when responding to customers
• Knowledge of best practices for information security, privacy, and confidentiality
• Ability to work independently, take direction as needed, and maintain professionalism in remote and on-site environments
• Skill in creating clear, accurate written documentation of work/support interactions

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Preferred Qualifications

• Education: High School Diploma or GED
• Experience: At least one year’s experience providing customer service in a technology-centered environment. Experience …