Work Order Management Technician - Facilities Services - UTK

The Work Order Management Technician serves as a Subject Matter Expert (SME) and Process Analyst for the Facilities Services One Call/Work Order Management team. This position must work well with a team, deliver exceptional customer support, and promote process improvement.  This position will work with the IT Manager to ensure adherence to service level and operational level agreements for all Facilities Services requests through One Call. This position will work with all areas within Facilities Services to coordinate incident and service request management. This position occasionally provides emergency awareness information for any complaints or concerns with work order processing in Facilities Services. This position will provide support for a variety of Facilities Services related incidents, problems, and service requests. Work is completed with minimal oversight.

• Responsible for analyzing complex technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.
• Provides customer service for One Call operations while providing radio dispatching to coordinate and communicate vital information such as customer orders, service requests and emergency alerts.
• Reviews work order tickets prior to escalation.
• Decides how to direct a wide variety of work based on the situation at hand, determining which guidelines are most applicable and effective. 
• May follow up with requesters if additional information or troubleshooting steps are necessary. If the ticket requires escalation, they will follow the case and coordinate with the Facilities Services staff to ensure timely resolution.
• Serves as the first point of escalation for students, staff, faculty and non-university contacts for One Call requests.
• Acts as an advocate and point of contact for staff, faculty and students requesting escalation or follow up on existing work orders.
• Assists in the design, development, and maintenance of answering service scripts and procedures.
• Identifies, recommends, and develops process and procedure updates.
• Communicates with appropriate Facilities Services and UTK departments as needed, gathering feedback, sharing solutions, processes, and documents.
• Gathers information and analyzes data to predict trends and communicate recommendations to management.
• Assist the IT manager with policy setting and adherence for service level and operational level agreements.
• Manages small projects independently.
• Provides directives to Facilities Services supervisors overseeing work orders and compiles reports on compliance of the directives to their supervising directors.
• Represents One Call on Facilities Services Projects.
• Continual monitoring of radio, phone and camera systems as they relate to work orders and their execution by Facilities Services personnel or contracted third parties.
• Monitor the Facilities Services radio system and One Call phone system for both coverage and potential system failures with moderate access for addressing system failures by analyzing information and solving problems.
• Creates and delivers training for team members.
• Supports the IT Manager with Knowledge Centered Service (KCS) practices and initiatives.
• Provides emergency response for Facilities Services in the FSC Monitoring Center in the event of emergency.
• Receive certification in NIMS ISC 100 level training.
• Participates in Facility Services and Emergency Management training sessions as requested

• Required Education:  

  • High School diploma or GED

• Required Experience: 

  • This position requires at least two years of directly related experience in a Help/Dispatch/Service Desk environment.

• Required Knowledge, Skills, Abilities: 

• This position requires knowledge of how to work in a Help/Dispatch/Service Desk environment. 

• The applicant must possess strong customer service and problem-solving skills. 

• The applicant must possess excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills. 

• The applicant must demonstrate the ability to coordinate and maintain a variety of

projects with a significant degree of independence. 

• The applicant must possess the ability to learn and use new technologies. 

• The applicant must possess the ability to write and manage documentation and an ability to train fellow employees.

• Other Conditions: 
  • Valid Driver’s license
  • 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.

Work Location

• University of Tennessee – Knoxville, TN Campus
• This is an on-site position

Compensation and Benefits

• UT market range: MR05
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

About The College/Department/Division

UT Facilities Services is responsible for the care and keeping of more than 300 facilities and utilities systems in and around Knoxville. As the University of Tennessee Knoxville’s largest non-academic department, team members are responsible for facilities maintenance and repair, custodial needs, landscaping and lawncare, utility work, in-house and capital construction projects, facilities planning and design, environmental initiatives, pest control, campus event services, and facilities administration functions for both the flagship campus and the agricultural institute.  The Facilities Services staff provides around-the-clock coverage to ensure students, staff, faculty, and fans have a consistent and positive experience every time they step foot on Rocky Top.