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:

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:

Boise State University's Public Safety team includes campus safety, emergency management,
transportation and parking, and integrated security technology. Our group focuses on safety through proactive community outreach. Learn new skills, develop and support your existing knowledge and help support student success.

Campus Security Authority: This position is identified as a “Campus Security Authority (CSA)” per the federal law known as the Clery Act. Per this law, the employee must report any crimes that he/she becomes aware of to the Clery Compliance Officer. Additionally, CSAs are required to complete annual training prescribed by the Clery Compliance Officer.

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:

• 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.
• Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases, and networking on all platforms that the University supports.
• Create and provide where needed technical documentation related to software commonly used in Public Safety.
• Provide assistance and solutions for integration between desktop and Public Safety 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.
• The 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.
• 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.
• Ensures customer service for the entire Department and campus community.
• Engages in Departmental problem-solving for organizational issues; makes recommendations for Department efficiencies and advancement.
• Plans and coordinates a variety of special administrative projects and assignments.
• Represent the Department and the Division in select working groups, committees, and partnerships, both internal and external to the University.
• Work with the Business Systems Manager for procuring, deploying, and disposal of university-owned computers and periphery.
• Implements and supports the proper functionality and maintenance of departmental IT systems through troubleshooting, in-house repairs, and coordinating with manufacturers and other IT professionals. Departmental systems include but are not limited to Parking and Transportation management systems.
• Assist with Public Safety software patches and fixes.
• Assist members of the DPS team with IT-related issues and translate technical terms to relatable language to clear communication barriers.
• Support and maintain department WordPress sites.
• Ensure sites meet OIT and Accessibility standards.
• Work collaboratively with the DPS Admin team to provide updates to personnel changes.
• Proactively reach out to update and improve external websites for ease of use for customers.
• 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 provided by OIT.
• Basic Photoshop or similar application skills
• Excellent communication skills, which allow for troubleshooting and problem-solving via oral and written communication.

Minimum Qualifications:

Bachelor’s degree and 1 year of desktop management experience or equivalent professional experience.

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

Preferred Qualifications:

• Comp TIAA+ certification
• Bachelor's degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support is highly preferred.

Physical Demands:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Salary and Benefits:

Salary of $47,840/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 https://www.boisestate.edu/hrs/benefits/.

Required Application Materials:

Resume, Cover Letter, and 3 Professional References.

Advertised: November 7, 2023 Mountain Standard Time
Applications close: November 26, 2023 11:55 PM Mountain Standard Time

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