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

• 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 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/