End User Technical Support

IMPORTANT NOTES:

1 - This is a SHORT TERM position . The position is funded for a 3-month duration. While there is a possibility the position will extend beyond that 3-month term, candidates should understand and accept that this may only last for the 3-month duration initially budgeted.

2 - This is a FULLY ONSITE position - because it's fully onsite and short-term, only local candidates should be submitted .

This position with the Idaho Office of the State Board of Education (OSBE) provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system/networking support for end users. The role will primarily involve:

Supporting Windows-based machines (Windows 10 & 11)

Basic Active Directory user management

Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment

Assisting with basic phone system usage (state phone system, Cisco-based)

Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms

Job Duties include, but are not restricted to:

Identify, research, and resolve technical problems.

Respond to telephone calls, email, ticketing system and personnel requests for technical support.

Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.

Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom

Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems.

Excellent customer service and ability to de-escalate tense situations.

Minimum Qualifications

• Install and support Windows environments

• Experience using ticketing system

• Strong organization, problem solving and multi-tasking skills

• Sensitive to confidential information

• Able to pass a fingerprint background check.

• Strong sense of customer service and professionalism, even in a sometimes-stressful environment

• Ability to complete assigned tasks individually, as well as work cooperatively

Preferred Qualifications

• Knowledge of Microsoft Azure/Entra AD/M365

• Experience working in virtualized environments