IT Service Desk Support

KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role

This position is part of a collaborative, team-oriented environment supporting a variety of technologies across the organization. The successful candidate will provide technical support to internal employees and contractors by evaluating, prioritizing, and responding to requests received by telephone, voicemail, e-mail, ticketing system, and in person. Responsibilities include troubleshooting and resolving issues via remote assistance and in person with hardware, software, networking, telephone systems and devices, and other computer-related technologies while delivering excellent customer service.

The ideal candidate demonstrates initiative, strong problem-solving skills, and a customer-first mindset by proactively resolving issues as they arise while balancing other responsibilities, such as configuring and deploying new computers, completing other technical support tasks, and helping maintain inventory during downtime. The role requires knowledge of Windows 10/11, Microsoft 365 collaboration and productivity applications, and general desktop technologies.

Responsibilities

• Provide technical support to internal employees and contractors via telephone, voicemail, e-mail, ticketing system, and in person
• Evaluate, prioritize, and respond to technical support requests
• Troubleshoot and resolve issues with hardware, software, networking, telephone systems, and other computer-related technologies
• Deliver excellent customer service
• Configure and deploy new computers
• Complete other technical support tasks
• Maintain inventory during downtime

Requirements

Physical Requirements

• Hybrid of sedentary and physical work, performed in a typical office environment
• Sitting most of the time with occasional walking or standing
• Occasional lifting, carrying, pushing, or pulling of items up to 40 pounds
• Bending, stooping, or reaching may occasionally be required
• Physical demands may vary by position and may occasionally exceed those described above

Minimum Requirements

• High School Diploma or equivalent with experience in supporting IT applications and equipment
• Exceptional customer interaction skills and professionalism
• Strong analytical and process-oriented skills for problem solving
• Working knowledge of Windows, Microsoft Office products, and general PC skills
• Must have and maintain a valid driver's license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements

• 2+ years of experience in supporting IT applications and equipment
• Experience with troubleshooting and solving customer hardware and software issues
• Experience with Exchange, Azure, and the Office 365 platform