Technology Solutions Partner I or II

University of Idaho, United States

Updated: 17 days ago
Location: Moscow, IDAHO
Job Type: FullTime
Deadline: ;

Position Details
Position Information


Internal Posting?
Posting Number SP003936P
Position Title Technology Solutions Partner I or II
Division/College Information Technology Services
Department Customer Experience and Engagement
Location Moscow, Boise
Posting Context Statement
The Technology Solutions Partner (TSP) team, part of the Office of Information Technology (OIT), supports faculty and staff using technology to meet the University of Idaho’s teaching, learning and research mission. The TSP team is the primary OIT liaison, technology service representative, and technical advisor for many in the University of Idaho community. The TSP team directly interacts and supports customers with their information technology needs and resolving issues.
Position Overview
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 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


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

Salary Range, depending on education and experience:
• Technology Solutions Partner I – $22.00 to $28.13 per hour
• Technology Solutions Partner II – $23.53 to $29.40 per hour
Unit URL
Learn more about joining the Vandal family and OIT at www.uidaho.edu/oit/join .

Position Qualifications


Required Experience
TSP I
  • 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


TSP II
  • Four years in an information technology role, directly providing technical support to customers
Required Education
TSP I and II:
• High School Diploma or equivalent.
Required Other
Additional Preferred
TSP I:
  • 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 a variety of 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


TSP II:
  • Bachelor’s degree in an information technology field
  • CompTIA A+ certification
  • MTA: Windows Operating System Fundamentals certification or equivalent
  • Apple Certified Support Professional (ACSP) certification
  • Strong customer service orientation
  • Excellent organization and attention to detail
  • Excellent verbal and written communications and the ability to communicate to a variety of audiences
  • Excellent critical thinking and problem-solving skills
  • Experience working within a complex network infrastructure and VoIP equipment, operation and application
  • Experience managing endpoints utilizing tools such as SCCM, Active Directory, Azure tools and Jamf
  • Experience in higher education
  • Possess a valid driver’s license and able to successfully pass a driver’s record check
Physical Requirements & Working Conditions
  • Ability to:
    • Frequently lift, carry and/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
Degree Requirement N/A: No degree requirement

Posting Information


FLSA Status Overtime Eligible
Employee Category Classified
Pay Range Depends upon experience, see below
Type of Appointment Fiscal Year
FTE
1
Full Time/Part Time Full Time
Funding
A visa sponsorship is available for the position listed in this vacancy. Uncertain
Posting Date 05/16/2023
Closing Date
Open Until Filled Yes
Special Instructions to Applicants
Position open until a sufficient pool of applicants is identified. Applications received by May 30, 2023 will receive first consideration. This is to hire multiple positions. Positions are available in both Moscow and Boise ID.
In your letter of qualification , using details and examples, please address all of the required and preferred qualifications for this position and how your experience and skills align
Applicant Resources https://www.uidaho.edu/human-resources/careers/applicant-resources
Background Check Statement
Applicants who are selected as final possible candidates must be able to pass a criminal background check.
EEO Statement
The University of Idaho (U of I) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, U of I does not discriminate on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity/expression, disability, genetic information or status as any protected veteran or military status in its programs or activities, including employment, admissions and educational programs.

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