Technical Support Specialist 2 at Boise State Human Resource Services

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Technical Support Specialist 2
Boise State University
Job no: 499786
Work type:
Non-Classified/Professional

Location:

Boise,
Categories:
Information Technology,Customer Service,Mid-Level
Come join us! The Office of Information Technology's Endpoint Services team and provide comprehensive support to staff, faculty, and students. The team's goal is to create raving fans for the Office of Information Technology by helping individuals with their technology challenges. This position requires working onsite to provide support to the university.

Job Summary /Basic Function:
Provide client support for desktop-based software applications, hardware configurations and system analysis. Provide assistance and solutions for integration between desktop and University specific applications. Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures to be used by the various information technology staff members inside and outside of the Office of Information Technologies across Boise State University.

Manage, design and engineer projects as they relate to the desktop infrastructure.
Department Overview:
The Office of Information Technology's Endpoint Services team provides comprehensive support to staff, faculty, and students. The team's goal is to create raving fans for the Office of Information Technology by helping individuals with their technology challenges.
Level Scope:
Fully competent and productive professional contributor who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Essential Functions:

60% of the time the Technical Support Specialist 2 must:
- Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms that the University supports.
- Install and configure software applications/operating systems and network clients to operate properly on the University's network, which includes handheld devices, UNIX, Linux, Apple and Microsoft.
- Research the latest product patches and fixes through web access and telephone. Consult with faculty and staff on what computer systems and software to purchase.
- Respond to requests for Help Desk , visualize the problem and respond to the user with a clear, concise and easy to understand solution to their problem.
- Examples of assignments include teaching classes to the University personnel, acting as system administrator for the Help Desk software application, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server and user account requests.
- This position has contact both physically and logically with nearly every department across campus. Problems need to be addressed quickly and effectively. The importance of professionalism, technical ability and responsiveness is critical to the success of Boise State University in its quest to become a Metropolitan University of Distinction.
- Associations are maintained with vendors for technical support. This position also works with external interfaces such as the State Controller's Office (file transfer issues), Wells Fargo (p-card software upgrades and reports and others as necessary to support unique applications used by the University.
35% of the time the Technical Support Specialist 2 must:
- Serves as a subject-matter expert for endpoint standards such as Paper Cut and Managed Print printers, working closely with faculty, staff, and departmental stakeholders to align technology with University needs.
- Provide leadership and mentoring, and day-to-day technical guidance to student technicians.
- Develops, documents, and improves technical support procedures, workflows, and service models to increase efficiency,…