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

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.

• 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

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 working with human service data and technical support.
• Knowledge, Skills, Abilities:
  • Knowledge of customer support best practice in a technical environment
  • Skill with help desk software

Work Location

• Location: This is a remote position. The successful candidate must reside in Tennessee and be able to work remotely from a Tennessee residence.

Compensation and Benefits

• UT market range: 07
• Anticipated hiring range: 47,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

Applications will be reviewed as received and interviews can begin as soon as 7 days from posting.

Interested individuals should provide the following:

• Resume
• Cover Letter

About The College/Department/Division

Since 1975, the Social Work Office of Research and Public Service (SWORPS) has served as the community outreach arm of the University of Tennessee, Knoxville's College of Social Work — partnering with public, private, and nonprofit organizations across Tennessee and beyond. Our mission is to build partnerships that leverage applied research, technology, and human connection to improve lives, guided by a vision of thriving communities with improved outcomes for all.

Now celebrating 50 years of impact, SWORPS continues to be guided by five core values: Innovation, Access, Understanding, Collaboration, and Integrity. Joining SWORPS means becoming part of a mission-driven team that bridges communities and transforms lives — not just through our work with partner agencies, but through hands-on community engagement across the state.

Our team — proudly known as "SWORPees" — is organized into divisions focused on Applied Research & Evaluation, Field-Based Services, and Technology & Development, all supported by a dedicated business office that keeps our operations running smoothly.

Learn more about SWORPS and some of our programs and resources by visiting our webpage: https://www.sworps.tennessee.edu/