Technology Solutions Partner I or II

University of Idaho
January 25, 2023
Contact:N/A
Offerd Salary:$20.00 to $28.13
Location:N/A
Working address:N/A
Contract Type:Open-ended
Working Time:Full Time
Working type:N/A
Ref info:N/A
Position Details

Position Information

Posting Number SP003740P

Position Title Technology Solutions Partner I or II Location Coeur d'Alene Division/College Technology Department Customer Experience and Engagement FLSA Status Overtime Eligible Employee Category Classified Pay Range Depends upon experience, see below Type of Appointment Fiscal Year FTE

1

Full Time/Part Time Full Time 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

    Working Conditions Degree Requirement N/A: No degree requirement

    Posting Information

    Posting Date 01/11/2023

    Closing Date Open Until Filled Yes Special Instructions to Applicants

    Open until a sufficient pool of candidates is identified. Applications received on or before January 25, 2023, will receive first consideration. Applicants, your letter of qualification should explain how you meet each required qualification as well as any applicable preferred qualifications.

    Applicant Resources https: // www. uidaho.edu/human- resources/careers/applicant-resources Background Check Statement

    Applicants who are selected as final possible candidates must be able to pass a criminal background check.

    EEO Statement

    The University of Idaho (U of I) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, U of I does not discriminate on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity/expression, disability, genetic information or status as any protected veteran or military status in its programs or activities, including employment, admissions and educational programs.

    Applicant Documents

    Required Documents

  • Resume/CV
  • List of References
  • Letter of Qualification
  • Optional Documents

    Supplemental Questions

    Required fields are indicated with an asterisk ().

  • After reviewing this position description and qualifications listed, are you willing and able to perform the work requirements of this position?
  • Yes
  • No
  • How did you hear about this employment opportunity?
  • Academic Keys
  • Association of Public and Land Grant Universities (APLU)
  • Chronicle of Higher Education
  • Craig's List
  • Department of Labor/Job Service including Job Central or Idaho Works
  • Facebook
  • Higheredjobs.com
  • Higher Education Recruitment Consortium (HERC)
  • Indeed.com
  • LinkedIn
  • National Association of State Universities and Land-Grant Colleges (website)
  • Newspaper
  • Professional Listservs (Ex: NACUBO, AAAE, ISMC, etc.)
  • Veterans in Higher Ed
  • Diverse: Issues in Higher Education
  • Inside Higher Ed
  • HireEd/Academic Impressions
  • Word of Mouth
  • Other Advertising Venue
  • University of Idaho Website
  • University of Idaho Daily Register
  • University of Idaho Employee
  • Were you referred to this employment opportunity by a current University of Idaho employee? If so, please provide their name and department.
  • (Open Ended Question)

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