BUSINESS TECH SUPPORT-INTERMEDIATE* - 10072026-81589

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: TENNESSEE BUREAU OF INVESTIGATION (T.B.I.), KNOX COUNTY

Technology and Innovation Division 

This position is located at the TBI Knoxville Consolidated Facility.

For more information, visit the link below:
www.tbijobs.com

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

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. This class is flexibly staffed from the Information Systems Associate, and differs in that the incumbent of the latter is able to effectively interact with both business users and technical team members. This class differs from Business Technical Support-Advanced because the latter is responsible for implementing IT-related business solutions using in-depth technical expertise.
 

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

Competencies:

1. Customer Focus
2. Cultivates Innovation
3. Tech Savvy
4. Business Insight
5. Manages Ambiguity  

Knowledges:

1. N/A

Skills:

1. Active Learning and Listening 
2. Complex Problem Solving  
3. Critical Thinking 
4. Writing
5. Reading Comprehension

Abilities:

1. Deductive Reasoning 
2. Problem Sensitivity

1. PCs 
2. Phones
3. Printers
4. Mobile devices
5. Audiovisual systems

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

1. A valid driver's license
2. For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.