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

• 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
  
  

Degree Requirement

N/A: No degree requirement

FLSA Status: Non-Exempt

Employee Category: Classified

Pay Range: $21.93 Doe

Type of Appointment: _of_Appointment

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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.

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