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Details
Posted: 22-Nov-24
Location: Moscow, Idaho
Internal Number: 46407
This position provides technology support to faculty and staff to assist them in fulfilling the University of Idaho?s 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 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, mentoring and developing staff skills and instilling a strong commitment to quality customer service
- Other duties as assigned
Level III 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 help lead and support the TSP team and 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
- Research and recommend new, innovative technologies to meet business and academic needs
- Train new employees, mentor and develop staff skills, assign work and provide clear objectives to help provide vision and leadership for the Technology Solutions team
- Other duties as assigned
About University of Idaho
Since 1889, the University of Idaho has provided motivated students with a transformative higher education experience that prepares them to solve real-world problems and achieve success in their lives and careers. Beginning with our beautiful residential campus in Moscow, the university’s reach extends throughout Idaho, serving over 12,000 students with educational centers in Coeur d’Alene, Boise and Idaho Falls, a research and extension center in Twin Falls, plus Extension offices in 42 counties. One of the nation’s land-grant research universities, U of I is a noted national leader in student-centered learning and interdisciplinary research that promotes public service. Our work serves businesses and communities, advancing the pursuit of diversity, citizenship and global outreach.
More Jobs from This Employer
https://careers.iecaonline.com/jobs/20826048/technology-solutions-partner-ii-or-iii
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