Job Details

Work Order Management Technician - Facilities Services - UTK

Position Number: 6512308
Location: Chattanooga, TN
Position Type: Facilities Management

Work Order Management Technician - Facilities Services - UTK
Knoxville, TN, United States

Job Identification: 4800
Job Category: Administrative
Posting Date: 08/26/2025
Job Schedule: Full Time
Locations: 2040 Sutherland Avenue, Knoxville, TN, 37996, US

Job Description
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 concerns, 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.

Responsibilities

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 tickets prior to escalation. 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.
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.
Represents One Call on Facilities Services Projects.
Provides directives to Facilities Services supervisors overseeing work projects and compile reports on compliance of the directives to their supervising directors.
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.
Obtains campus event information and requests for FS Department support assistance from such sources as Campus Event Scheduling system, emails, and phone requests student organizations; Consults with students to assist them on determining the needed resources such as tables, chairs, sound equipment, electrical, custodial, trash/ recycle and landscaping and manpower support requirements; This leads to organizing the vast majority of student events due to the lack of knowledge and experience students have in event planning.
Coordinates on student event activities with assigned FS Department shops to ensure optimum efficiency and compliance with appropriate procedures and specifications.
Enters these on campus event requirements into the FS Department workload management system as either Work Requests or Projects depending upon the work type and resource needed providing such information as; Event Name, Location, Date and Time, FS Department Shop and Resources needed from each Shop identified, Funding Account/Sponsor, Contact name phone number of Campus Event Coordinator/Requester and provides Work Request or Project number to Campus Events Coordinators/ Requesters for their information.
Files each on campus event request for services in appropriate Day/Month Events Binder for tracking and follow through purposes; Maintains records on event activities, progress, or status; Maintains facility or event calendars, updating as necessary.
Provide emergency response for Facilities Services in the FSC Monitoring Center in the event of emergency, including certification in NIMS ISC 100 level training.

Qualifications
Required Qualifications

Education: High school diploma or GED
Experience: At least two years of directly related experience in a Help/Dispatch/Service Desk environment.
Knowledge, Skills, Abilities:
- Ability to write and manage documentation is required.
- Experience training fellow employees is required.
- The applicant must possess strong customer service and problem-solving 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 excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
- The applicant must possess the ability to learn and use new technologies.
Other Conditions: Valid Driver's license

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 Department

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.

About Us
The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees-the Volunteers-who uphold the university's tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee's flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy's largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices that attract and retain a diverse community and that support a culture where everyone matters and belongs.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as "Best Employer for New Graduates," "One of America's Best Large Employers," and "Best Workplace for Women," and has been designated as "Best Place for Working Parents" by Forbes Magazine.

Apply today and join the Tennessee Volunteer community!

To apply, visit https://fa-ewlq-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/4800/?mode=location