Job Details

Technology Solutions Partner II or III
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Position Number: 5824302
Location: Twin Falls, ID
Position Type: Computer and Information Technology

University of Idaho

Technology Solutions Partner II or III

Location: Twin Falls

Division/College: Information Technology Services

Employee Category: Classified

Pay Range: $24.16/per hour +DOE

FTE: 1

Full/Part Time: Full Time

Position Summary:
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

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
Research 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

Minimum Qualifications:
Level 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

Preferred Qualifications:
Level 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 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

Level III

Bachelor's Degree in an information technology field
CompTIA A+ certification
MTA: Windows Operating System Fundamentals certification or equivalent
Microsoft 365 Certified: Modern Desktop Administrator Associate 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 as SCCM, Active Directory, Azure tools and Jamf in a complex, large enterprise
Experience in higher education
Possess a valid driver's license and able to successfully pass a driver's record check

Physical Requirements & Working Conditions:
Level II and III

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

Level II and III 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

Required Licensures, Certifications or other

Posting Number: SP004666P

Posting Date: 11/21/2024

Closing Date:

Open Until Filled: Yes

Special Instructions:
This position requires travel within south-central ID, serving University of Idaho locations. OIT is working with Another Source recruiting firm, and you may be contacted by them.
This position will remain open until a pool of qualified candidates is identified. Applications received on or before 12/5/2024 will receive first consideration.

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.