Technical Support Specialist 1 - 498580-2453 - Boise State University

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2269182 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 certi ications 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 Benefit
s:
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):
12 paid holidays AND the University is closed between Christmas and New
Year's
Between 12-24 annual paid vacation days for full-time Professional and
Classified staff depending on position type and years of service
9.27% University contribution to your ORP retirement fund (Professional
and Faculty employees)
11.96% University contribution to your PERSI retirement fund (Classified
employees)
Excellent medical, dental and other health