Job Description

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
Unit URL
Join OIT | University of Idaho
Position Qualifications
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
Associate’s 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 driver’s 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