Technology Solutions Partner I or II

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. This 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.

Position Overview:

Technology Solutions Partner I

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

Required Experience: ... Required Education: High School Diploma or equivalent Required Other: Ability to travel

Additional Preferred: ... Physical Requirements & Working Conditions: Ability to:

• 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