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This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2297302

rrUniversity of Idaho

rrTechnology Solutions Partner II or III

rrLocation: Twin Falls

rrDivision/College: Information Technology Services

rrEmployee Category: Classified

rrPay Range: \$24.16/per hour +DOE

rrFTE: 1

rrFull/Part Time: Full Time

rrPosition Summary:

rThis 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

Level III 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 help lead and support the TSP team and 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
• esearch and recommend new, innovative technologies to meet business and academic needs
• Train new employees, mentor and develop staff skills, assign work and provide clear objectives to help provide vision and leadership for the Technology Solutions team
• Other duties as assigned

rrMinimum Qualifications:

rLevel II and III

• High School Diploma or equivalent

Level II

• Three years in an information technology role, directly providing technical support to customers

Level III

• Five years in an information technology role, directly providing technical support to customers

rrPreferred Qualifications:

rLevel 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

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