Technology Support Specialist - University of Idaho at Another Source in Idaho Falls, Idaho

Job Description:

Another Source’s client, University of Idaho, is recruiting a Technology Support Specialist to join their Technology Solutions Partners team in Idaho Falls, ID.  

Internally titled: Technology Solutions Partner I or II 

About the role and the team: 

Technology Solutions Partners (TSPs) provide technology support to faculty and staff to assist them in fulfilling the University of Idaho’s teaching, learning and research mission. The TSP team is the primary Office of Information Technology (OIT) liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts with and supports customers in their information technology needs and issues.    

Benefits:  https://www.uidaho.edu/human-resources/benefits   

The position provides technology support to faculty and staff to assist them in fulfilling the University of Idaho's teaching, learning and research mission. The TSP team is the primary Office of Information Technology (OIT) liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts with and supports customers in their information technology needs and issues.  

Level I and II positions, individually and as part of the TSP team, serve as the primary OIT liaison, technology service representative, and technical advisor for departments and colleagues across the University. They apply excellent customer service skills to fulfill requests, resolve issues and assist customers with technical questions or direct customers to the appropriate OIT group or service.  

Duties include: 

• Follow defined OIT processes to document and resolve incidents or requests for service. 
• Provide excellent customer service by communicating with customers about their ticket status and final resolution.  
• Maintain assets within work management system.  
• Create and maintain knowledge base articles for both the university community and internal IT support.  
• Coordinating with other OIT teams as necessary to resolve incidents or fulfill requests for service for university community. 
• Understand compliance and security requirements of the position and maintain the acceptable standards.  

• Gain and maintain knowledge of the functions performed by units and colleges across the University.  
• Find standard or known information technology solutions for user needs.  
• Submit requests on behalf of information technology users when solutions are not known or readily available. 
• Ability to travel within the state. 

Required experience: 

• High school diploma or equivalent. 
• Valid Driver’s License. 

Level I:  

• One year of experience working in a customer service oriented role.  
• One or more of the following: 

• Obtained Technology Certification(s). CompTIA A+ preferred. 
• 6 or more credits of college-level technology related coursework work. 
• Work in a technology support role.  

Level II: 

• 3 years in an information technology role, directly providing Technical Support to customers. 

Preferred Qualifications: 

• Associate’s degree or higher. 

• CompTIA A+ certification. 
• MTA: Windows Operating System Fundamentals certification or equivalent.   

The University of Idaho (U of I) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, U of I does not discriminate on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity/expression, disability, genetic information or status as any protected veteran or military status in its programs or activities, including employment, admissions and educational programs. 

Another Source works with their clients, on a retained project basis. We are committed to building inclusive candidate pools as we partner with hiring teams. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. As you read through the job posting and review the list of qualifications (required and/or preferred), please do not self-select out if you feel you do not meet every qualification. No one is 100% qualified. We encourage you to apply and share your story with us.