Job Description

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

Unit URL
Join OIT | University of Idaho
Position Qualifications
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