END USER SUPPORT ENGINEER

Purpose of Job

The purpose of this position is to service and upgrade computer and peripheral hardware on the County’s local and wide area networks.

Essential Functions

• Provide Tier 1 break/fix support for PC and peripherals as needed
• Basic use of windows active directory users and computers
• Use of an enterprise tracking system to ensure accurate reporting of service tickets and knowledge base.
• Participate in an on-call rotation for after-hour needs.
• Assist in data migration for end-users
• Knowledge and experience working in O365 setup and support
• Ability to offer remote support to users through remote connection tools
• Ability to image desktop PC's via enterprise deployment solution
• Use computer and network knowledge regularly to troubleshoot and find the best solution for customers’ workflow needs
• Assist in backup and recovery in the event of a data loss event or disaster
• Maintain end user and system documentation and online knowledge base
• Maintain confidentiality of clients’ sensitive information

Additional Job Functions

• Respond to and report immediately if called upon by local regional or central office supervisors as part of a coordinated emergency response by the Knox County Mayor’s Office
• Ensure regular, punctual attendance during scheduled work hours
• Perform other IT Department duties as required

Minimum Training & Qualifications

• User Support certification’s required or Associate’s/Bachelors degree in information technology, computer science, or related field
• Minimum one year related experience required
• Must possess and maintain a valid TN driver license
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities may be considered for employment into the position
• This position may require you to obtain and maintain Criminal Justice Information Services (CJIS) certification throughout your employment with Knox County IT. This includes, but is not limited to, a favorable background check completed and approved by the Tennessee Bureau of Investigation, successful completion of security awareness training, and a signed TBI Release of Information Form Acknowledgment within the first six months of hire and biennially thereafter.

Specialized Knowledge

• N/A

Competencies

• Ability to work in a position of moderate complexity
• Ability to routinely solve difficult problems and occasionally to solve complex problems
• Ability to work cooperatively as a member of a team
• Articulate communication of moderately complex information.
• Demonstrate considerable knowledge and experience with remote connectivity and client management software
• Demonstrate familiarity with enterprise patch management system
• Demonstrate extensive experience with Microsoft Deployment Toolkit (MDT)
• Demonstrate expertise in Office 365 portal tools and applications
• Proficient in use of PC, tablet, smartphone and other electronic devices
• Ability to use the Microsoft Office suite of programs including the Word word processing program, Excel spreadsheet program, Access database program, and PowerPoint presentation program
• Knowledge of Drive Replicators

Physical Requirements

• Occasional periods of light physical activity

Occupational Hazards

• N/A

Knox County Government is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Knox County Government may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Type

INTERNAL & EXTERNAL

Location : INFORMATION TECHNOLOGY

Posting Start : 11/12/2026

Posting End : 11/26/2026

MINIMUM HOURLY RATE: $25.08