Technology Solutions Partner II

Posting Number: SP004713P

Division/College: University Outreach - Idaho Falls

Department: Idaho Falls Center

Location: Idaho Falls

Posting Context Statement

We are hiring for one full-time Technology Solutions Partner II position in Idaho Falls. This position will assist staff, faculty, and students with various responsibilities, including maintaining classroom technology and providing technical support for academic and research initiatives.

This position will play a key role in supporting teaching and research in both laboratories and cybersecurity. It reports to the Director of IT at the Idaho Falls Center and be part of a larger team based in Moscow, Idaho.

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 technology 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 technology 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 Office of Information Technology (OIT) or unit-specific 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
  
  

Required Experience

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

Required Education

• High School Diploma or equivalent
  
  

Required Other

• None
  
  

Additional Preferred

• 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 communication 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
  
  

Ability To

Physical Requirements & Working Conditions:

• 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
  
  

Degree Requirement

N/A: No degree requirement

FLSA Status: Non-Exempt

Employee Category: Classified

Pay Range: $24.16 per hour or higher depending on experience

Type of Appointment: _of_Appointment

Fte

1.0

Full Time/Part Time: Full Time

Funding

A visa sponsorship is available for the position listed in this vacancy: No

Posting Date: 01/16/2025

Closing Date

Open Until Filled: Yes

Special Instructions To Applicants

Applications received by January 30, 2025 will receive first consideration.

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.

To apply, visit https://uidaho.peopleadmin.com/postings/46918

The University of Idaho is an equal opportunity/affirmative action employer. The University is committed to the policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, age, gender identity, national origin, disability, protected veteran status, sexual orientation, genetic information, or any other status as protected under applicable federal, state or local law in employment or educational programs.

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