Technology Solutions Partner I or II

University of Idaho

Coeur d’Alene, ID

Job posting number: #7121337

Posted: January 16, 2023

Application Deadline: Open Until Filled

Job Description

Position Overview
This position supports faculty and staff using technology to meet the University of Idaho’s teaching, learning and research mission. The TSP team is the primary ITS liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts and supports customers with their information technology needs and resolving issues.

Level I positions individually and as part of a team of TSPs, serve as the primary ITS liaison, technology service representative and technical advisor for departments and colleges across UI campus(es). They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct the customer to the appropriate ITS group or service.

Duties may include:

• Follow defined U of I ITS processes to resolve incidents or fulfil requests for service, documenting progress
• Provide excellent customer service by Communicate with customers 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
• Coordinate with other ITS teams as necessary to resolve incidents or fulfil requests for service
• Understand compliance and security requirements of the position and maintain acceptable standards
• Gain and Maintain knowledge of the functions performed by the academic and business units
• Find standard or known information technology solutions for user needs
• Communicate with other ITS units for available information technology solutions or for assistance to research possible solutions readily available
• Submit requests on behalf of information technology users when solutions are not known or readily available
• Other duties as assigned

Level II positions individually and as part of a team of TSPs, serve as the primary ITS liaison, technology service representative and technical advisor for departments and colleges across UI campus(es). They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct the customer to the appropriate ITS group or service. They collaborate with customers to find technology solutions that meet customer needs.

Duties may include:
• Follow defined U of I ITS processes to resolve incidents or fulfil requests for service, documenting progress
• Provide excellent customer service by Communicate with customers 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 in these areas
• Gain and maintain knowledge of the functions performed by the academic and business units
• Communicate and Coordinate with other ITS units for information technology solutions, assisting with researching solutions and to resolve incidents or fulfil service requests
• Coordinate implementation of solutions provided by ITS or an ITS approved vendor
• Train new employees, Mentor and developing staff skills and instilling a strong commitment to quality customer service
• Other duties as assigned


Learn more about joining the Vandal family and OIT at www.uidaho.edu/oit/join.

Salary Range, depending on education and experience:
• Technology Solutions Partner I – $20.00 to $28.13 per hour
• Technology Solutions Partner II – $23.53 to $29.40 per hour

Unit Overview
The Technology Solutions Partner (TSP) team, part of Information Technology Services (ITS), supports faculty and staff using technology to meet the University of Idaho’s teaching, learning and research mission. The TSP team is the primary ITS liaison, technology service representative, and technical advisor for many in the University of Idaho community. The TSP team directly interacts and supports customers with their information technology needs and resolving issues.
Funding
A visa sponsorship is available for the position listed in this vacancy. No
Internal Posting?
Position Responsibilities
Key Accountability Responding to and addressing incidents and requests from information technology users by:
Job Duties
TSP I and TSP II:
• Following defined U of I ITS processes to resolve incidents or fulfil requests for service; document progress within ITS work management system; examples include hardware and software recommendations, purchasing, deployments and maintenance, setting up telephony and video conferencing equipment and services and user account creation and management and networking patching
• Providing excellent customer service by Communicate with customers ticket status and final resolution; ensuring the customer needs are met or exceeded in a timely manner
• Maintaining assets within work management system
• Creating and maintaining knowledge base articles for both the University community and internal IT support
• Coordinating with other ITS teams as necessary to resolve incidents or fulfil requests for service for university community
• Understanding compliance and security requirements of the position and maintain acceptable standards in these areas

Key Accountability Create partnerships with academic and business units that advances their use of technology to improve business and academic processes by:
Job Duties
TSP I:
• Gaining and maintaining knowledge of the functions performed by the academic and business units
• Finding standard or known information technology solutions for user needs
• Communicating with other ITS units for available information technology solutions or for assistance to research possible solutions readily available
• Submitting requests on behalf of information technology users when solutions are not known or readily available

TSP II:
• Gaining and maintaining knowledge of the functions performed by the academic and business units
• Applying standard or known information technology solutions for user needs
• Communicating with other ITS units for available information technology solutions or for assistance to research possible solutions readily available
• Submitting requests on behalf of information technology users when solutions are not known or readily available
• Coordinating implementation of solutions provided by ITS or an ITS approved vendor
Key Accountability Coordinate the day-to-day work and scheduling of temporary help, work study and other staff ensuring appropriate coverage by:
Job Duties
TSP II:
• Training new employees and help develop comradery between regional staff
• Mentoring and developing staff skills, instilling a strong commitment to quality customer service
Key Accountability Improve the efficiency and effectiveness of ITS processes, services and increasing personal job knowledge by:
Job Duties
TSP I:
• Seeking opportunities for and communicate to supervisor training/education needs to increase personal job knowledge and skills
• Participating in continuous improvement initiatives and contributing to improvements in processes, services, systems and equipment selections/revisions

TSP II:
• Seeking opportunities for and communicate to supervisor training/education needs to increase personal job knowledge and skills
• Participating in continuous improvement initiatives and contributing to improvements in processes, services, systems and equipment selections/revisions
• Researching or creating new processes and support tools for ITS; specifically, for Technology Solutions team and other peer IT departments
• Participating in ITS projects to represent the user experience as well as communicate back to peers on new technology
• Other duties as assigned
Position Qualifications
Required Experience
TSP I: One year of experience working in a customer service-oriented role (any industry)
One or more of the Follow:
Obtained technology certification(s)
6 or more credits of college-level technology-related coursework
Work in a technology support role (Can be the same employment as #1)

TSP II: Four years in an information technology role, specifically providing direct customer technical support
Required Education
TSP I and II:
• High School Diploma or equivalent.
Required Licensures, Certifications or other
Must complete within 6 months of start date:
Required University training and have basic understanding and usage of University technology tools such as work management system, endpoint management, account creation, and networking.
Additional Preferred
TSP 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 with the commitment and drive to provide “first class customer service and support.”
• Excellent organization and attention to detail
• Excellent verbal and written communications and the ability to communicate to a variety of audiences
• 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 able to successfully pass a driver’s record check

TSP 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 with the commitment and drive to provide “first class customer service and support.”
• Excellent organization and attention to detail
• Excellent verbal and written communications 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
Physical Requirements
• Frequently lifts, carries and/or otherwise moves information technology equipment weighing up to 50 pounds indoors and outdoors
• Ability to traverse between buildings, floors within buildings, ladders, and crawl or maneuver in tight places




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More Info

Job posting number:#7121337
Application Deadline:Open Until Filled
Employer Location:Online Job Advertising
JAX,Florida
United States
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