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 fulfil requests, resolve issues and assist customers with technical questions or direct customers to the appropriate OIT group or service.

Duties may 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 fulfil 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

Technology Solutions Partner II

This position provides technology support to faculty and staff to assist them in fulfilling the University of Idaho’s teaching, learning and research mission. The Technology Solutions Partner (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 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 fulfil 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.

Duties may include:

• Follow defined OIT processes to document and resolve incidents or fulfil requests for service
• Provide excellent customer service by communication 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