Technical Support Specialist 3

Apply now Job no: 497852
Work type: Non-Classified/Professional
Location: Boise, ID
Categories: Information Technology, Customer Service, Senior-Level

About Us:

Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at

Boise State University is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.

Job Summary/Basic Function:

Provide client support for desktop-based software applications, hardware configurations and system analysis. Provide assistance and solutions for integration between desktop and University specific applications. Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures to be used by the various information technology staff members inside and outside of the Office of Information Technologies across Boise State University. Manage, design and engineer projects as they relate to the desktop infrastructure.

Department Overview:

The Office of Information Technology's Endpoint Services team provides comprehensive support to staff, faculty, and students. The team's goal is to create raving fans for the Office of Information Technology by helping individuals with their technology challenges.

Level Scope:

Recognized subject matter expert who knows how to apply theory and put it into practice with in-depth understanding of the professional field with limited oversight from managers. Independently performs the full range of responsibilities within the function; requires deep job knowledge of area typically obtained through higher education combined with experience. Manages large projects or processes and problems faced are difficult and often complex; analyzes problems/issues of diverse scope and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Influences others regarding policies, practices and procedures.

Essential Functions:

● Proactively prevent issues, diagnose personal computer hardware and software problems and develop a solution.
● 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.
● Research the latest product patches and fixes. Consult with faculty and staff on what computer systems and software to purchase. Must have current knowledge of the computer industry and system configurations through publications and training. Must have relationships with vendors to gather enough information to make an informed recommendation.
● As scheduled represent the University in front line operations.
● Successfully manage, document, design and engineer assigned projects and assignments.
● 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. Examples of projects include creation of image system management, coordinating testing and implementation of departments and University applications, patching clients and engineering new desktop systems.
● Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures.
● Acts as a liaison to major divisions of the University. As a liaison the Senior TSS will meet with a representative of the major supported divisions on a regular basis.
● Serve on committees, interdepartmental teams and special projects as requested.
● Maintain working relationships within OIT and the campus community.
● Perform other duties as assigned.

Knowledge, Skills, Abilities:

● Training in information technology concepts.
● 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 installing, configuring, networking and troubleshooting network and stand-alone printers.
● 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.
● Desktop certifications exams will be sought as part of continuing job training.
● Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, various browsers, internet apps and computer diagnostic tools.
● Demonstrated ability to follow up on multiple priorities simultaneously to accomplish all tasks without sacrificing quality.
● 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.

Minimum Qualifications:

Bachelor’s degree and 4 years of desktop management experience or equivalent professional experience.

Must possess a standard driver’s license to drive a department vehicle when required.

Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.

Preferred Qualifications: ● Experience using MECM (Microsoft Endpoint Configuration Manager).
● Intune and JAMF to manage endpoints.
● Experience with Powershell Scripting.
Salary and Benefits:

Salary starting at $62,878.40/yr, commensurate with experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at

Required Application Materials:

Cover Letter, Resume, and contact information for three professional references.


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Applications close: Mountain Daylight Time

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Equal Employment Opportunity
Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete Pay Transparency Policy Statement. Boise State University is committed to providing access and reasonable accommodations for individuals with disabilities. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 426-1616 or
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Annual Security and Fire Safety Report