Job Details

IT Customer Support Specialist

Position Number: 6685842
Location: Moscow, ID
Position Type: Computing - Support and Training

IT Customer Support Specialist

Posting Number: SP005068P
Division/College: Information Technology Services
Department: Customer Experience and Engagement
Location: Moscow

Posting Context Statement:

The Office of Information Technology (OIT) has an opening for an IT Customer Support Specialist. This position is a cornerstone of daily service desk operations. This role combines frontline troubleshooting with leadership in knowledge management and internal training. This position reports to the Student Technology Center Manager.

Position Overview:

The University of Idaho is seeking a skilled and service-oriented IT Customer Support Specialist to support our campus community. This full-time, in-person position is a primary position at the IT service desk, responsible for delivering high-quality technical support, mentoring part-time staff, maintaining documentation, and coordinating with Tier 2 teams to ensure efficient escalation and resolution processes.

Duties may include:

Troubleshooting a wide range of technical issues, including account access, software errors, hardware malfunctions, and connectivity problems
Creating and maintaining knowledge base articles for both the University community and internal IT support
Assisting in onboarding and training new staff
Following defined U of I OIT processes to resolve incidents or fulfill requests for service
Maintaining accurate, detailed, and compliant ticket documentation to support team collaboration and service transparency
Improving the efficiency and effectiveness of OIT processes, services, and increasing personal job knowledge
Assisting in the manufacturing, administration, and distribution of student ID cards
Supporting administrative tasks such as scheduling, time tracking, and general coordination to ensure smooth daily operations
Other duties as assigned

Required Experience:

1 or more years of IT help desk, technical support, or customer service experience
Demonstrated troubleshooting ability with Windows OS, Office 365, VPNs, printers, and basic networking
Demonstrated communication skills and a focus on customer service
Ability to work independently and lead day-to-day service desk operations
Competence in writing and maintaining technical documentation

Required Education:

High School Diploma or equivalent

Required Other:

Ability to work occasionally adjusted work hours during peak academic periods and special events

Additional Preferred:

Associates degree or higher in relevant field
Experience supporting IT services in a higher education setting
Familiarity with ITIL-based service management practices
Experience mentoring or training junior team members
Knowledge of common campus systems, Active Directory, or remote support tools
Leadership experience
Experience working with identity management, ID card production/processing
Experience using TeamDynamix or similar IT ticketing platforms
Possess a valid drivers license and meet UI driving requirements

Physical Requirements & Working Conditions:

Full-time, in person position located on the University of Idaho campus in Moscow, ID
Ability to work in an office setting
Ability to occasionally lift, carry and/or otherwise move equipment weighing up to 50 pounds

Degree Requirement:
N/A: No degree requirement
FLSA Status: Non-Exempt
Employee Category: Classified
Pay Range: $21.93 +Doe
Type of Appointment: _of_Appointment
FTE:

Full Time/Part Time: Full Time
Funding: This position is contingent upon the continuation of work and/or funding.
A visa sponsorship is available for the position listed in this vacancy: No
Posting Date: 10/29/2025
Closing Date:
Open Until Filled: Yes
Special Instructions to Applicants:

Position will remain open until a pool of qualified candidates are identified. Applications received on or before November 12, 2025, will receive first consideration.

Please provide a letter of qualifications explaining how you meet each of the required qualifications and any of the preferred qualifications. This is a full-time, in-person position located on the University of Idaho campus in Moscow, ID.

Applicant Resources: https://www.uidaho.edu/human-resources/careers/applicant-resources
Background Check Statement:

Applicants who are selected as final possible candidates must be able to pass a criminal background check.

To apply, visit https://uidaho.peopleadmin.com/postings/49913

The University of Idaho is an equal employment opportunity employer, including veterans and individuals with disabilities.