Technical Support Specialist 1, 2 or 3
Boise State University

Boise, Idaho

Posted in Education and Training


This job has expired.

Job Info


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 https://www.boisestate.edu/about/

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:
Technical Support Specialist 2 / Technical Support Specialist 3 - 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.

Technical Support Specialist 1 - 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.

This position requires the employee to work on the Boise State Campus.
Department Overview:
The Office of Information Technology is advertising for multiple open-level roles for the following positions, dependent upon years of experience:

Technical Support Specialist 1

Technical Support Specialist 2

Technical Support Specialist 3
Level Scope:
Technical Support Specialist 3 - 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.

Technical Support Specialist 2 - Fully competent and productive professional contributor who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Technical Support Specialist 1 - 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:
60% of Time the Technical Support Specialist 3 must:

  • 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.
  • Act 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.

60% of Time the Technical Support Specialist 2 must:
  • 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, which includes handheld devices, UNIX, Linux, Apple and Microsoft.
  • Research the latest product patches and fixes through web access and telephone. Consult with faculty and staff on what computer systems and software to purchase.
  • Respond to requests for Help Desk, visualize the problem and respond to the user with a clear, concise and easy to understand solution to their problem.
  • 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.
  • This position has contact both physically and logically with nearly every department across campus. Problems need to be addressed quickly and effectively. The importance of professionalism, technical ability and responsiveness is critical to the success of Boise State University in its quest to become a Metropolitan University of Distinction.
  • Associations are maintained with vendors for technical support. This position also works with external interfaces such as the State Controller's Office (file transfer issues), Wells Fargo (p-card software upgrades and reports and others as necessary to support unique applications used by the University.

60% of Time the Technical Support Specialist 1 must:
  • 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.

40% of the time the Technical Support Specialists 1, 2, and 3 will perform other duties as assigned, based on department needs.
Knowledge, Skills, Abilities:
Technical Support Specialist 3
  • 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.

Technical Support Specialist 2
  • 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 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.
  • 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, standard OEM PC and Mac hardware and standard laser and ink based printers.
  • 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.

Technical Support Specialist 1
  • 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:
Technical Support Specialist 3 - Bachelor's degree and 4 years of desktop management experience or equivalent professional experience. Must possess standard driver's license to drive department vehicle when required.

Technical Support Specialist 2 - Bachelor's degree and 2 years of desktop management experience or equivalent professional experience. Must possess standard driver's license to drive department vehicle when required.

Technical Support Specialist 1 - 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:
All levels - preferred candidate will have familiarity with:
• ServiceNow
• Microsoft System Center Configuration Manager (SCCM)
• JAMF
• Google Workspace
• Amazon AWS
• Remote support tools
• Powershell
• PaperCut Salary and Benefits:
Starting salary for Technical Support Specialist 1 is $45,905.60 commensurate with experience.

Starting salary for Technical Support Specialist 2 is $50,502.40 commensurate with experience.

Starting salary for Technical Support Specialist 3 is $61,193.60 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 https://www.boisestate.edu/hrs/benefits/.
Required Application Materials:
Cover letter, resume, and contact information for three professional references.

Advertised: September 2, 2022 Mountain Daylight Time
Applications close: September 25, 2022 11:55 PM Mountain Daylight Time


This job has expired.

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