Technology Solutions Partner I or II

University of Idaho

Technology Solutions Partner I or II

Location: Coeur d’Alene

Division/College: Information Technology Services

Employee Category: Classified

Pay Range: Depends upon experience, see below

FTE: 1

Full/Part Time: Full Time

Position Summary:
This position supports faculty and staff using technology to meet the University of Idaho's teaching, learning and research mission. The TSP team is the primary ITS 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.
Level I positions individually and as part of a team of TSPs, serve as the primary ITS liaison, technology service representative and technical advisor for departments and colleges across UI campus(es). They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct the customer to the appropriate ITS group or service.
Duties may include:

• Follow defined U of I ITS processes to resolve incidents or fulfil requests for service, documenting progress
  
• Provide excellent customer service by Communicate with customers 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
  
• Coordinate with other ITS teams as necessary to resolve incidents or fulfil requests for service
  
• Understand compliance and security requirements of the position and maintain acceptable standards
  
• Gain and Maintain knowledge of the functions performed by the academic and business units
  
• Find standard or known information technology solutions for user needs
  
• Communicate with other ITS units for available information technology solutions or for assistance to research possible solutions readily available
  
• 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 a team of TSPs, serve as the primary ITS liaison, technology service representative and technical advisor for departments and colleges across UI campus(es). They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct the customer to the appropriate ITS group or service. They collaborate with customers to find technology solutions that meet customer needs.
  
  Duties may include:
  
• Follow defined U of I ITS processes to resolve incidents or fulfil requests for service, documenting progress
  
• Provide excellent customer service by Communicate with customers 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 in these areas
  
• Gain and maintain knowledge of the functions performed by the academic and business units
  
• Communicate and Coordinate with other ITS units for information technology solutions, assisting with researching solutions and to resolve incidents or fulfil service requests
  
• Coordinate implementation of solutions provided by ITS or an ITS approved vendor
  
• Train new employees, Mentor and developing staff skills and instilling a strong commitment to quality customer service
  
• Other duties as assigned
  
  Learn more about joining the Vandal family and OIT at www.uidaho.edu/oit/join.
  
  Salary Range, depending on education and experience:
  
• Technology Solutions Partner I - $20.00 to $28.13 per hour
  
• Technology Solutions Partner II - $23.53 to $29.40 per hour
  
  
  
  Minimum Qualifications:
  TSP I and II:
  • High School Diploma or equivalent. TSP I: One year of experience working in a customer service-oriented role (any industry)

• One or more of the Follow:
  • Obtained technology certification(s)
  • 6 or more credits of college-level technology-related coursework
  • Work in a technology support role (Can be the same employment as #1)
  
  
  

TSP II: Four years in an information technology role, specifically providing direct customer technical support

Preferred Qualifications:
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 with the commitment and drive to provide “first class customer service and support.”
• 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 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 with the commitment and drive to provide “first class customer service and support.”
• 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:
• Frequently lifts, carries and/or otherwise moves information technology equipment weighing up to 50 pounds indoors and outdoors
• Ability to traverse between buildings, floors within buildings, ladders, and crawl or maneuver in tight places • Frequently lifts, carries and/or otherwise moves information technology equipment weighing up to 50 pounds indoors and outdoors• Ability to traverse between buildings, floors within buildings, ladders, and crawl or maneuver in tight places


Required Licensures, Certifications or other


Posting Number: SP003740P

Posting Date: 01/11/2023

Closing Date:

Open Until Filled: Yes

Special Instructions:
Open until a sufficient pool of candidates is identified. Applications received on or before January 25, 2023, will receive first consideration. Applicants, your letter of qualification should explain how you meet each required qualification as well as any applicable preferred qualifications.

Background Check: Applicants who are selected as final possible candidates must be able to pass a criminal background check.

To apply, please visit: jobs.uidaho.edu

EEO Statement
University of Idaho is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.



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