Technology Solutions Partner I or II

About the role

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 serves as the primary OIT liaison, technology service representative, and technical advisor for many in the University of Idaho community, directly interacting with and supporting customers in their information technology needs and resolving issues.

Responsibilities

• 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 the work management system
• Create and maintain knowledge base articles for both the university community and internal IT support
• Coordinate with other OIT teams as necessary to resolve incidents or fulfill requests for service
• 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
• Collaborate with customers to find technology solutions that meet customer needs
• Train new employees, mentor and develop staff skills, and instill a strong commitment to quality customer service
• Communicate and coordinate with other OIT units about information technology solutions, assisting with researching solutions and resolving incidents or fulfilling service requests
• Coordinate implementation of solutions provided by OIT or an OIT-approved vendor
• Other duties as assigned

Requirements

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

Qualifications

Technology Solutions Partner I

• High School Diploma or equivalent

Technology Solutions Partner II

• Bachelor's Degree in an information technology field

Skills

Technology Solutions Partner I

• Ability to travel
• Associate's Degree or higher in an information technology field (preferred)
• CompTIA A+ certification (preferred)
• MTA: Windows Operating System Fundamentals certification or equivalent (preferred)
• Strong customer service orientation
• Excellent organization and attention to detail
• Excellent verbal and written communications and the ability to communicate to audiences
• Excellent critical thinking and problem-solving skills
• Basic understanding of enterprise network infrastructure and connectivity
• Experience in higher education (preferred)
• Possess a valid driver's license and be able to successfully pass a driver's record check
• Demonstrated ability to critically evaluate AI-generated outputs for accuracy, appropriateness, and alignment with university policies and values
• Familiarity with responsible AI use principles, including awareness of privacy, data governance, bias, and ethical considerations relevant to a higher education environment

Technology Solutions Partner II

• CompTIA A+ certification (preferred)
• MTA: Windows Operating System Fundamentals certification or equivalent (preferred)
• Apple Certified Support Professional (ACSP) certification (preferred)
• Strong customer service orientation
• Excellent organization and attention to detail
• Excellent verbal and written communications and the ability to communicate to 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 (preferred)
• Possess a valid driver's license and able to successfully pass a driver's record check
• Demonstrated ability to critically evaluate AI-generated outputs for accuracy, appropriateness, and alignment with university policies and values
• Familiarity with responsible AI use principles, including awareness of privacy, data governance, bias, and ethical considerations relevant to a higher education environment

Physical Requirements & Working Conditions

• 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

Pay

• Technology Solutions Partner I: $22.32 per hour + DOE
• Technology Solutions Partner II: $25.66 per hour + DOE

Schedule

• Type of Appointment: Fiscal Year
• FTE: 1 Full Time