Desktop Support - Boise, ID

STI; Boise (ID); On-site; USD 52,000 - 76,000; Full time

Job summary

STI in Boise, Idaho is seeking an IT Support Specialist to provide end-user support for court staff across the state. You will install, configure, and troubleshoot desktop hardware and software, and coordinate data migrations to new equipment.

Responsibilities include working with IT leadership and court staff to manage tickets, support Microsoft 365 (SharePoint, OneDrive, Outlook), and maintain Active Directory, Windows 10, and Office 2016 environments. Some travel across Idaho is required.

Qualifications

• Three years of IT support experience.
• Bachelor’s Degree preferred.
• Experience onboarding Microsoft 365 users, especially SharePoint, OneDrive, and Outlook.
• Knowledge of Windows Active Directory users, computers and policies (troubleshooting).
• Experience troubleshooting Windows 10 and Microsoft Office 2016.
• Basic network configuration and troubleshooting (wired/wireless).
• Strong customer service skills and communication abilities.
• Ability to travel throughout the state.
• Ability to work independently and manage multiple tickets.

Responsibilities

• Understand court processes to match user needs.
• Prioritize daily tasks with IT leadership and court staff.
• Install, configure, and troubleshoot desktop hardware and peripherals.
• Migrate data from old devices to new equipment.
• Configure software on mobile devices.
• Coordinate equipment shipments and dispose surplus equipment per procedures.
• Maintain accurate serialized asset records.

Skills

Microsoft 365 onboarding (SharePoint,

Education

Bachelor’s Degree preferred

Three years IT support experience

Tools

SharePoint

OneDrive

Outlook

Active Directory

Job description

Major Duties and Responsibilities

(The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.)

• Understands court processes to ensure that problem solutions match user needs in an appropriate manner.
• Work closely with IT leadership and district court leadership to prioritize daily tasks and projects while providing responsive and timely end-user customer support.
• Performs installation, configuration, and troubleshooting of standard user desktop/laptop computing hardware, printers and peripheral devices in accordance with IT procedures.
• Coordinates and/or migrates customer data and information from decommissioned devices to new equipment.
• Installs, configures, and maintains software on mobile devices.
• Works with IT colleagues to assist in coordinating equipment shipments and receivables as well as processing surplus equipment in accordance with Court procedures.
• Informs inventory system by keeping up-to-date and accurate records of serialized asset information.
• Works closely with court staff and local administration with office moves, adds, and changes as required.
• Corresponds with users and staff concerning issue status, resolution, and task completion.
• Escalates issues are to other members of the technical services team as appropriate.
• Collaborates with IT staff to test, troubleshoot and validate new hardware and applications.
• Attends meetings as required.

Minimum Qualifications

Reserve the right to consider an equivalent combination of education, training, and/or experience necessary to successfully perform the major responsibilities of the position.

Education And Experience

• Three years of IT support experience.
• Bachelor’s Degree preferred.

Knowledge, Skills, And Abilities

• Experience onboarding new users to Microsoft 365, with emphasis on SharePoint, OneDrive, and Outlook as well as answering general user questions;
• Experience migrating end user emails and documents to Outlook and OneDrive;
• Experience with troubleshooting and maintaining Windows Active Directory users, computers and policies, preferred;
• Experience troubleshooting with Microsoft Windows 10;
• Experience troubleshooting Microsoft Office 2016, including exporting/importing mail, calendar and contacts;
• Experience with basic network (wired and wireless) configuration and troubleshooting including ping and trace route, preferred;
• Knowledge of court processes and court information systems preferred;
• Skill in providing excellent customer service;
• Ability to travel throughout the state as needed;
• Ability to communicate effectively verbally and in writing;
• Ability to understand impacts of software, system, or application changes on customers;
• Ability to prioritize and address customer questions and trouble tickets based on customer needs and impacts;
• Ability to work independently.