What are the responsibilities and job description for the End User Technical Support position at nLeague?
Technical Support
Location: Boise, ID
Duration: 12 Months
Client: ID-SBOE
Job Id: (761453)
Onsite Job
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
Location: Boise, ID
Duration: 12 Months
Client: ID-SBOE
Job Id: (761453)
Onsite Job
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
- Face-to-face desktop technical support as well as phone/email support for end users
- 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
- 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.
- Install and support Windows environments
- Experience using ticketing system
- Strong organization, problem solving and multi-tasking skills
- Sensitive to confidential information
- Strong sense of customer service and professionalism, even in a sometimes-stressful environment
- Ability to complete assigned tasks individually, as well as work cooperatively
- Knowledge of Microsoft Azure/Entra AD
- Experience working in virtualized environments
