IT Support Technician

Department: IT Department Updated: November 2026

Reports To: Chief Financial Officer Status: Full-time, non-exempt

Starting Rate: $26.00 hourly

SUMMARY OF POSITION:

Responsible for the day-to-day IT operations, including user support, hardware and software maintenance, troubleshooting, and account administration. First point of contact for technical issues, working closely with a strong third-party support team. This is an onsite position.

RESPONSIBILITIES:

• First point of contact for technical issues. Log, triage, prioritize and resolve tickets. Escalate to outside IT partner when necessary.
• Resolve Tier 1 issues independently. Examples of Tier 1 issues include:
• Perform password resets and unlock user accounts
• Troubleshoot MFA issues
• Perform onboarding IT tasks like setting up new user accounts and email profiles
• Perform onboarding IT tasks like setting up new user accounts and email profiles.
• Modify and deactivate user accounts when needed.
• Configure desktops, laptops, mobile devices, printer, etc.
• Install software and perform updates as needed.
• Maintain an active list of technology equipment assets.
• Document procedures, processes, issues and resolutions.
• Assist with audio/visual coverage during Zoo Knoxville events.

QUALIFICATIONS:

• High school diploma or equivalent required. An Associate Degree in Information Technology, Computer Science or related field is preferred.
• 1 – 2 years of help desk or desktop support experience is required.
• CompTIA A+ certification is required.
• Requires flexibility, strong interpersonal and communication skills, and the ability to work well with a variety of people such as coworkers, guests and vendors.
• Demonstrated ability to exercise mature judgment in confidential business matters and the treatment of sensitive information.
• Must be able to independently diagnose and resolve routine hardware, software and network issues, and recognize when to escalate complex issues.
• Good time management skills and a strong work ethic.
• Able to learn quickly and retain knowledge of multiple software packages.
• Basic understanding of local area networks and wireless network operations.

Don't meet every requirement? At Zoo Knoxville we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

WORKING CONDITIONS:

As an employee of Zoo Knoxville, you must possess English communication skills as well as the ability to communicate using a 2-way radio, email, and telephone. The position hours vary depending on business needs and will require weekend and some holiday shifts. Depending on the specific tasks, this position will be required to work within close proximity of exotic and domestic animals and must be aware that there are dangers inherent in working under those conditions. Zoo Knoxville is committed to maintaining a drug free workplace and as such each employee must pass a pre-employment drug screen.