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Technology Solutions Partner I or II

University of Idaho • Boise, ID • 4h ago

This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2551088

rTechnology Solutions Partner I or II

rPosting Number: SP005303P

rDivision/College: Information Technology Services

rDepartment: Customer Experience and Engagement

rLocation: Boise

rPosting Context Statement:

The Technology Solutions Partner (TSP) team as part of the Office of Information Technology (OIT), provides statewide enterprise support for faculty, staff and students using technology to meet the University of Idahos teaching, learning and research mission. This TSP position is in Boise Idaho at the Idaho Water Center serving the Boise area and parts of southern Idaho. The position provides in person support to various University of Idaho locations.

rrPosition Overview:

Technology Solutions Partner I

This position provides technology support to faculty and staff to assist them in fulfilling the University of Idahos teaching, learning and research mission. The Technology Solutions Partner (TSP) team is the primary Office of Information Technology (OIT) liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts with and supports customers in their information technology needs and issues.

Level I positions, individually and as part of the TSP team, serve as the primary OIT liaison, technology service representative and technical advisor for departments and colleges across the university. They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct customers to the appropriate OIT group or service.

Duties may include:

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

Coordinating 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

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

Other duties as assigned

Technology Solutions Partner II

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

Duties may include:

Follow defined OIT processes to document and resolve incidents or fulfil requests for service

Provide excellent customer service by communication 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

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

Communicate and coordinate with other OIT units about information technology solutions, assisting with researching solutions and to resolve incidents or fulfil service requests

Coordinate implementation of solutions provided by OIT or an OIT-approved vendor

Train new employees, me

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