Technology Solutions Partner I or II

University of Idaho Job • Boise, ID

13d

About The Position

The Technology Solutions Partner (TSP) team serves as the primary liaison, technology service representative, and technical advisor for the University of Idaho community, directly interacting with and supporting faculty and staff with their information technology needs and issues. This role assists users in fulfilling the University of Idaho’s teaching, learning, and research mission.

Technology Solutions Partner I positions, individually and as part of the TSP team, act as the primary OIT liaison, technology service representative, and technical advisor for departments and colleges. They utilize excellent customer service skills to fulfill requests, resolve issues, and assist customers with technical questions, or direct them to the appropriate OIT group or service.

Technology Solutions Partner II positions, individually and as part of the TSP team, also serve as the primary OIT liaison, technology service representative, and technical advisor for departments and colleges. They apply excellent customer service skills to fulfill requests, resolve issues, and assist customers with technical questions, or direct them to the appropriate OIT group or service. They collaborate with customers to find technology solutions that meet specific needs.

Requirements

• Technology Solutions Partner I: One year of experience working in a customer service-oriented role (any industry)
• Technology Solutions Partner I: One or more of the following: Obtained technology certification(s), 6 or more credits of college-level technology-related coursework, or Work in a technology support role
• Technology Solutions Partner II: Three years in an information technology role, directly providing technical support to customers

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 work management system
• Create and maintain knowledge base articles for both the university community and internal IT support
• Gain and maintain knowledge of the functions performed by units and colleges across the university
• Coordinate 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
• 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 (Level II)
• Communicate and coordinate with other OIT units about information technology solutions, assisting with researching solutions and to resolve incidents or fulfil service requests (Level II)
• Coordinate implementation of solutions provided by OIT or an OIT -approved vendor (Level II)
• Train new employees, mentoring and developing staff skills and instilling a strong commitment to quality customer service (Level II)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed