Technical Support Specialist 1

Apply now Job no: 498580
Work type: Non-Classified/Professional
Location: Boise, ID
Categories: Information Technology, Entry-Level

Job Summary/Basic Function:

This on-campus position provides assistance and support to the help desk. Responsible for answering questions, training, documentation and being a clearing house for incidents before going to the rest of OIT and Boise State. Increase the first call resolution and time to resolution of incidents. Provide client support for desktop-based software applications, hardware configurations and system analysis.

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:

Entry-level professional with limited or no prior experience to contribute on a project or work team. Incumbent learns to use professional concepts to resolve problems of limited scope and complexity under close supervision while achieving day-to-day objectives. Works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making. This level is typically focused on self development. Requires theoretical knowledge through specific education and training.

Essential Functions:
  • Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms that the University supports. Technical documentation is also required for the interdepartmental knowledgebase.
  • May have assignments relating to procuring, deploying and disposal of university owned computers and periphery. Install and configure software applications/operating systems and network clients to operate properly on the University’s network, which includes handheld devices, Apple, and Microsoft. Research the latest product patches and fixes.
  • Position needs to actively look at the help desk documentation, customer knowledge base, OIT web page and other sources of information to ensure that the information on their portfolio of services is accurate, concise, up to date and timely.
  • Responsible for conducting training on their portfolio of services to new IT employees.
  • 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.
  • This position has contact both physically and logically with nearly every department across campus. Associations are maintained with vendors for technical support. This includes companies that provide their portfolio of services.
  • Perform other duties as assigned.
Knowledge, Skills, Abilities:
  • Training in information technology concepts. 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 Desktop Operating systems, Microsoft Office applications. and stand-alone printers.
  • Experience in creating documentation for the web using tools that create HTML and/or XML format.
  • Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
  • 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.
  • Ability to prioritize TSS workloads to ensure productivity of individuals and departments across the University.
Minimum Qualifications:

Bachelor’s degree and 1 year of desktop management experience or equivalent professional experience. Must possess standard driver’s license to drive department vehicle when required.

Preferred Qualifications:

Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.
Salary and Benefits:
 
Starting salary is $48,609.60 annually and is commensurate with experience. Boise State University provides a best-in-class benefits package, including (but not limited to):
Required Application Materials:

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

About Us:

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/

 

 

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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 hrs@boisestate.edu.
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Annual Security and Fire Safety Report