Technical Support Specialist 2

Boise State University • Boise, ID

8d • Onsite

About The Position

Provide client support for desktop-based software applications, hardware configurations and system analysis. Provide assistance and solutions for integration between desktop and University specific applications. Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures to be used by the various information technology staff members inside and outside of the Office of Information Technologies across Boise State University. Manage, design and engineer projects as they relate to the desktop infrastructure.

The Office of Information Technology's Endpoint Services team provides comprehensive support to staff, faculty, and students. The team's goal is to create raving fans for the Office of Information Technology by helping individuals with their technology challenges.

Fully competent and productive professional contributor who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Requirements

• Skilled in interpersonal relationships including clear communication skills, planning, organization and setting priorities.
• Substantial knowledge and experience with personal computer hardware including processors, motherboards, memory, hard disks, optical drives and peripherals such as scanners, cameras, printers, external hard drives, etc.
• Experience in creating documentation for the web using tools that create HTML and/or XML format.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
• Experience with enterprise desktop remote assistance tools, such as remote control, imaging, remote application deployment and patch management.
• Understanding of electrostatic discharge (ESD) and other hardware repair best practices.
• Desktop certifications exams will be sought as part of continuing job training.
• Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, standard OEM PC and Mac hardware and standard laser and ink based printers.
• Ability to assess the need for replacement of hardware and/or software and make purchase recommendations, assuring compatibility with current configurations.
• Ability to prioritize TSS workloads to ensure productivity of individuals and departments across the University.
• Bachelor’s degree and 2 years of desktop management experience or equivalent professional experience.
• Must possess standard driver’s license to drive department vehicle when required.

Nice To Haves

• Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.

Responsibilities

• Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms that the University supports.
• Install and configure software applications/operating systems and network clients to operate properly on the University’s network, which includes handheld devices, UNIX, Linux, Apple and Microsoft.
• Research the latest product patches and fixes through web access and telephone. Consult with faculty and staff on what computer systems and software to purchase.
• Respond to requests for Help Desk, visualize the problem and respond to the user with a clear, concise and easy to understand solution to their problem.
• Examples of assignments include teaching classes to the University personnel, acting as system administrator for the Help Desk software application, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server and user account requests.
• This position has contact both physically and logically with nearly every department across campus. Problems need to be addressed quickly and effectively. The importance of professionalism, technical ability and responsiveness is critical to the success of Boise State University in its quest to become a Metropolitan University of Distinction.
• Associations are maintained with vendors for technical support. This position also works with external interfaces such as the State Controller’s Office (file transfer issues), Wells Fargo (p-card software upgrades and reports and others as necessary to support unique applications used by the University.
• Serves as a subject-matter expert for endpoint standards such as PaperCut and Managed Print printers, working closely with faculty, staff, and departmental stakeholders to align technology with University needs.
• Provide leadership and mentoring, and day-to-day technical guidance to student technicians.
• Develops, documents, and improves technical support procedures, workflows, and service models to increase efficiency, consistency, and customer satisfaction.
• Perform other duties as assigned.

Benefits

• 12 paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to your ORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to your PERSI retirement fund (Classified employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level