Technology Solutions Partner I or II

Technology Solutions Partner I

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.

This TSP position is located in Moscow, Idaho, serving Northern/Central University of Idaho locations and requires travel within Idaho.

• 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 the university community and internal IT support
• Coordinate 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 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

• 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

• High School Diploma or equivalent

• None

• Associate’s Degree or higher in an information technology field
• CompTIA A+ certification
• MTA:
  Windows Operating System Fundamentals certification or equivalent
• Strong customer service orientation
• Excellent organization and attention to detail
• Excellent verbal and written communications and the ability to communicate to audiences
• Excellent critical thinking and problem‑solving skills
• Basic understanding of enterprise network infrastructure and connectivity
• Experience in higher education
• Possess a valid driver’s license and be able to successfully pass a driver’s record check

• Frequently lift, carry or otherwise move information technology equipment weighing up to 50 pounds indoors and outdoors
• Move between buildings
• Climb stairs and ladders
• Crawl or maneuver in confined spaces

• Pay Range:
  Technology Solutions Partner I $22.32 + DOE
• FLSA Status:
  Non-Exempt
• Employee Category:
  Classified
• FTE: 1
• Full Time / Part Time:
  Full Time
• Type of Appointment:
  Fiscal Year
• Background Check Statement:
  Applicants who are selected as final possible candidates must be able to pass a criminal background check.

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.

This TSP position is located in Moscow, Idaho, serving Northern/Central University of Idaho locations and requires travel within Idaho.

• Follow defined OIT processes to document and resolve incidents or fulfill 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 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 fulfill 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…