"IT Customer Support Specialist"

Job Description

Posting Number: SP005068P
Division/College: Information Technology Services
Department: Customer Experience and Engagement
Location: Moscow

Posting Context Statement:

The Office of Information Technology (OIT) has an opening for an IT Customer Support Specialist. This position is a cornerstone of daily service desk operations. This role combines frontline troubleshooting with leadership in knowledge management and internal training. This position reports to the Student Technology Center Manager.

Position Overview:

The University of Idaho is seeking a skilled and service-oriented IT Customer Support Specialist to support our campus community. This full-time, in-person position is a primary position at the IT service desk, responsible for delivering high-quality technical support, mentoring part-time staff, maintaining documentation, and coordinating with Tier 2 teams to ensure efficient escalation and resolution processes.

Duties may include:

• Troubleshooting a wide range of technical issues, including account access, software errors, hardware malfunctions, and connectivity problems
• Creating and maintaining knowledge base articles for both the University community and internal IT support
• Assisting in onboarding and training new staff
• Following defined U of I OIT processes to resolve incidents or fulfill requests for service
• Maintaining accurate, detailed, and compliant ticket documentation to support team collaboration and service transparency
• Improving the efficiency and effectiveness of OIT processes, services, and increasing personal job knowledge
• Assisting in the manufacturing, administration, and distribution of student ID cards
• Supporting administrative tasks such as scheduling, time tracking, and general coordination to ensure smooth daily operations
• Other duties as assigned

Required Experience:

• 1 or more years of IT help desk, technical support, or customer service experience
• Demonstrated troubleshooting ability with Windows OS, Office 365, VPNs, printers, and basic networking
• Demonstrated communication skills and a focus on customer service
• Ability to work independently and lead day-to-day service desk operations
• Competence in writing and maintaining technical documentation

Required Education:

• High School Diploma or equivalent

Required Other:

• Ability to work occasionally adjusted work hours during peak academic periods and special events

Additional Preferred:

• Associate’s degree or higher in relevant field
• Experience supporting IT services in a higher education setting
• Familiarity with ITIL-based service management practices
• Experience mentoring or training junior team members
• Knowledge of common campus systems, Active Directory, or remote support tools
• Leadership experience
• Experience working with identity management, ID card production/processing
• Experience using TeamDynamix or similar IT ticketing platforms
• Possess a valid driver’s license and meet UI driving requirements

Physical Requirements & Working Conditions:

• Full-time, in person position located on the University of Idaho campus in Moscow, ID
• Ability to work in an office setting
• Ability to occasionally lift, carry and/or otherwise move equipment weighing up to 50 pounds

Degree Requirement:
N/A: No degree requirement
FLSA Status: Non-Exempt
Employee Category: Classified
Pay Range: $21.93 +Doe
Type of Appointment: _of_Appointment
FTE: 1
Full Time/Part Time: Full Time
Funding: This position is contingent upon the continuation of work and/or funding.
A visa sponsorship is available for the position listed in this vacancy: No
Posting Date: 10/29/2025
Closing Date:
Open Until Filled: Yes

Special Instructions to Applicants:

Position will remain open until a pool of qualified candidates are identified. Applications received on or before November 12, 2025, will receive first consideration.

Please provide a letter of qualifications explaining how you meet each of the required qualifications and any of the preferred qualifications. This is a full-time, in-person position located on the University of Idaho campus in Moscow, ID.

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/49913

The University of Idaho is an equal employment opportunity employer, including veterans and individuals with disabilities.