Technical Support Specialist II

Boise State University • Boise, ID

1d • Onsite

About The Position

This position provides client support for desktop-based software applications, hardware configurations, and system analysis. It offers assistance and solutions for integration between desktop and University-specific applications, and involves analyzing and documenting current systems and procedures. The specialist will develop, document, and implement strategies, standards, and procedures for various information technology staff members within and outside the Office of Information Technologies across Boise State University. Key responsibilities include managing, designing, and engineering projects related to the desktop infrastructure. This role is strictly onsite and not eligible for remote or hybrid work schedules, nor is it eligible for VISA Sponsorship. The Department of Public Safety at Boise State University is responsible for university Security, Emergency Management, Transportation, Parking, and Integrated Security Technology, focusing on the safety of everyone on campus through various programs. The department emphasizes supporting team members with flexible scheduling, competitive pay, meaningful work, and healthy teams, encouraging personal and professional growth. Boise State University, located along the Boise River, is a nationally recognized institution known for its innovative spirit and positive impact, fostering a vibrant and welcoming academic environment. It is recognized by Forbes as a top employer.

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.
• 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 a standard driver’s license to drive the department vehicle when required.

Nice To Haves

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

Responsibilities

• Ensures customer service for the entire Department and campus community.
• Engages in Departmental problem-solving for organizational issues; makes recommendations for Department efficiencies and advancement.
• Plans and coordinates a variety of special administrative projects and assignments.
• Renews job knowledge by reading professional journals, participating in educational opportunities, and belonging to professional organizations.
• Represents the Department and the Division in select working groups, committees, and partnerships, both internal and external to the University.
• Engages the entire campus community through workshops and training programs, designed to enhance the student experience and the safety and security of all community members.
• 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.
• Maintain physical and logical contact with nearly every department across campus, addressing problems quickly and effectively with professionalism, technical ability, and responsiveness.
• Maintain associations with vendors for technical support.
• Work 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.
• May perform other duties as needed.

Benefits

• 12 paid holidays
• 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)
• 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
• Number of Employees: 501-1,000 employees