"IT Customer Support Specialist"

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