Technology Solutions Partner I or II

Job Information

Posting Number: SP005303P

Division/College: Information Technology Services

Department: Customer Experience and Engagement

Location: Boise

Posting Context Statement: The Technology Solutions Partner (TSP) team as part of the Office of Information Technology (OIT) provides statewide enterprise support for faculty, staff and students using technology to meet the University of Idaho’s teaching, learning and research mission. The TSP position is in Boise, Idaho at the Idaho Water Center serving the Boise area and parts of southern Idaho.

The position provides in‑person support to various University of Idaho locations.

This level provides technology support to faculty and staff to help them fulfill the University of Idaho’s mission. The TSP team is the primary OIT liaison, technology service representative and technical advisor for many members of the University community. Level I positions individually and as part of the TSP team serve as the primary OIT liaison, technology service representative and technical advisor for departments and colleges 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.

• 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
• Coordinate with other OIT teams as necessary to resolve incidents or fulfil requests for service for the university community
• Understand compliance and security requirements of the position and maintain 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
• Other duties as assigned

This level provides technology support to faculty and staff to help them fulfill the University of Idaho’s mission. Level 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 colleges across the university. They apply excellent customer service skills to fulfill requests, resolve issues and assist customers with technical questions or direct the customer to the appropriate OIT group or service.

They collaborate with customers to find technology solutions that meet customer needs.

• Follow defined OIT processes to document and resolve incidents or fulfil 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
• Understand compliance and security requirements of the position and maintain acceptable standards
• Gain and maintain knowledge of the functions performed by units and colleges across the university
• Communicate and coordinate with other OIT units about information technology solutions, assisting with researching solutions and to resolve incidents or fulfil service requests
• Coordinate implementation of solutions provided by OIT or an OIT‑approved vendor
• Train new employees, mentoring and developing staff skills and instilling a strong commitment to quality customer service
• Other duties as assigned

• One year of experience working in a customer service‑oriented role (any industry)
• One or more of the following:
  • Obtained technology certification(s)
  • 6 or more credits of college‑level technology‑related coursework
  • Work in a technology support role

• Three years in an information technology role, directly providing technical support to…