"Technology Solutions Partner I or II"

Job Description

Technology Solutions Partner I or II

Posting Number: SP005039P

Division/College: Information Technology Services

Department: Customer Experience and Engagement

Location: Moscow

Posting Context Statement:

The Technology Solutions Partner (TSP) team, part of the Office of Information Technology (OIT), supports faculty and staff using technology to meet the University of Idaho’s teaching, learning and research mission. The TSP team is the primary OIT liaison, technology service representative, and technical advisor for the University of Idaho. The TSP team directly interacts and supports customers with their information technology needs and resolving issues.

Position Overview:

Technology Solutions Partner I

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 the University of Idaho community. The TSP team directly interacts with and supports customers in their information technology needs and issues.

Level I 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 customers to the appropriate OIT group or service.

Duties may include:

• Follow defined OIT processes to document and resolve incidents or requests for service
• Provide excellent customer service by communicating 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
• Coordinating with other OIT teams as necessary to resolve incidents or fulfil requests for service for university community
• 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
• Find standard or known information technology solutions for user needs
• Submit requests on behalf of information technology users when solutions are not known or readily available
• Other duties as assigned

Technology Solutions Partner II

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

Required Experience:

Technology Solutions Partner I

• One year of experience working in a customer service-oriented role (any industry)
• One or more of the following:
  • Obtained technology certification(s)
  • 6 or more credits of college-level technology-related coursework
  • Work in a technology support role

Technology Solutions Partner II

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

Required Education:

Technology Solutions Partner I or II

• High School Diploma or equivalent

Required Other:

Technology Solutions Partner I or II

• None

Additional Preferred:

Technology Solutions Partner I

• Associate’s Degree or higher in an information technology field
• CompTIA A+ certification
• MTA: Windows Operating System Fundamentals certification or equivalent
• Strong customer service orientation
• Excellent organization and attention to detail
• Excellent verbal and written communications with the ability to explain technical concepts clearly to technical and non-technical users
• Excellent critical thinking and problem-solving skills
• Basic understanding of enterprise network infrastructure and connectivity
• Experience in higher education
• Possess a valid driver’s license and be able to successfully pass a driver’s record check

Technology Solutions Partner 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 with the ability to explain technical concepts clearly to technical and non-technical users
• 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

Physical Requirements & Working Conditions:

Technology Solutions Partner I or II

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

Degree Requirement: N/A: No degree requirement

FLSA Status: Non-Exempt

Employee Category: Classified

Pay Range: TSP I $22.82 per hour / TSP II $26.24 per hour

Type of Appointment: _of_Appointment

FTE: 1

Full Time/Part Time: Full Time