IT Support Specialist - University of Idaho

To be considered for this role, please submit your application using the following link: https://careers-anothersource.icims.com/jobs/101880/it-support-specialist-university-of-idaho/job?mode=job&iis=Job+Board+or+Association&iisn=Craigslist

Another Source’s client, University of Idaho, is recruiting an IT Support Specialist to join their Technology Solutions Partners team in Twin Falls, ID. (Internally titled: Technology Solutions Partner II or III)

About the role and the team:

IT Support Specialists provide technology support to faculty and staff to assist them in fulfilling the University of Idaho’s teaching, learning and research mission. The IT Support Specialist 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 IT Support Specialist team directly interacts with and supports customers in their information technology needs and issues.  

Benefits:  https://www.uidaho.edu/human-resources/benefits  

About the role:

The IT Support Specialist team is a vital part of the University of Idaho’s Office of Information Technology (OIT), providing essential technology support to faculty and staff in support of the university’s teaching, learning, and research mission. As a TSP, you will act as the primary liaison, technical advisor, and service representative for departments and colleges, ensuring a high standard of customer service and technical solutions.

We are hiring for two levels of this position—Level II and Level III—based on experience and expertise. Both roles emphasize customer-focused technology support, but Level III positions also include leadership responsibilities, such as mentoring team members and recommending innovative solutions.

Key Responsibilities:

Shared Responsibilities (Level II and Level III):

Serve as the primary OIT liaison, delivering technical support and solutions to university departments.

Follow established OIT processes to resolve incidents and fulfill service requests.

Communicate effectively with customers, providing updates on ticket status and resolution.

Maintain assets in the work management system.

Create and update knowledge base articles for internal and external audiences.

Ensure compliance with security and operational standards.

Collaborate with other OIT units to research and implement technology solutions.

Coordinate the deployment of solutions from OIT or approved vendors.

Additional Responsibilities for Level III:

Lead and mentor TSP team members, fostering skill development and a commitment to quality customer service.

Research and recommend innovative technologies to meet business and academic needs.

Assign work and set clear objectives for team members to support the university’s strategic goals.

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, mentoring and developing staff skills and instilling a strong commitment to quality customer service.

Required experience:

Level II and III:

High school diploma or equivalent.

Level II:

3 years in an information technology role, directly providing Technical Support to customers.

Level III:

5 years in an information technology role, directly providing technical support to customers.

Preferred Qualifications:

Shared Preferences (Level II and Level III):

Bachelor’s degree in an information technology field.

Certifications such as CompTIA A+, Apple Certified Support Professional (ACSP), or equivalent.

Strong customer service orientation with excellent communication, organization, and problem-solving skills.

Experience managing endpoints with tools like SCCM, Active Directory, Azure, or Jamf.

Familiarity with complex network infrastructures, VoIP equipment, and higher education environments.

Valid driver’s license and ability to pass a driver’s record check.

Additional Preferences for Level III:

Advanced certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate.

Proven experience mentoring staff and leading technical teams.

Demonstrated ability to propose and implement innovative IT solutions.

Equal Employment Opportunity and Non-Discrimination:

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.

Another Source works with their clients, on a retained project basis. We are committed to building inclusive candidate pools as we partner with hiring teams. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. As you read through the job posting and review the list of qualifications (required and/or preferred), please do not self-select out if you feel you do not meet every qualification. No one is 100% qualified. We encourage you to apply and share your story with us.