Job Description

ob Summary/Basic Function:

Provide 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 $50,065.60 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 (requires use of 3 vacation days)
Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
10.76% 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-related insurance coverages
Tuition fee waiver benefits for employees, spouses and their dependents
See our full benefits page for more information!