BUSINESS TECH SUPPORT-INTERMEDIATE* - 10072026-81589

About the role

Under general supervision, the Business Technical Support - Intermediate provides front-line support to users by troubleshooting hardware, software, and connectivity issues. This role installs and configures technical systems, documents resolutions, and assists in customer training to ensure business operations are supported effectively. Position located at the Tennessee Bureau of Investigation (T.B.I.) Knoxville Consolidated Facility, Knoxville, TN. Opening date: 10/07/2026 12:00 AM CT; Closing date: 10/13/2026 11:59 PM CT.

Responsibilities

• Provide tier 2 on-site and remote support to resolve hardware, software, mobile device, and other technical issues.
• Configure and deploy customer-specific images for desktop computers, printers, and audiovisual equipment.
• Perform administrative tasks such as maintaining backup procedures, managing system access, and updating logs.
• Create and update support documentation, user guides, and training resources.
• Assist in reviewing logs, identifying system anomalies, and coordinating issue resolution.
• Maintain communication with customers throughout issue resolution processes.
• Support training for users on agency applications and IT systems.
• Coordinate with enterprise IT support divisions, vendors, and external entities for service and support issues.
• Onboard new users and agency transfers, ensuring all day‑one equipment is deployed and access is granted.
• Offboard users by terminating access, recovering equipment, and ensuring data transfers, as necessary.

Qualifications

Bachelor's degree and one year of relevant technical experience in IT support or systems administration. An associate's degree in IT may substitute for the bachelor's. Relevant experience may substitute for education up to four years.

Skills

• Active Learning and Listening
• Complex Problem Solving
• Critical Thinking
• Writing
• Reading Comprehension
• Deductive Reasoning
• Problem Sensitivity
• PCs, Phones, Printers, Mobile devices, Audiovisual systems

Pay

Salary (Monthly): $4,608.00 - $6,893.00
Salary (Annually): $55,296.00 - $82,716.00