Technical Records Specialist 2

Boise State University; Boise (ID); On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

12 paid holidays

12-24 vacation days

ORP retirement contributions

PERSI retirement contributions

Medical and dental insurance

Tuition fee waiver

Job summary

Boise State University in Boise, ID is seeking a classified staff member to provide technical support for programs and activities within the Extended Studies division. The role acts as a resident expert in program guidelines and supports student, faculty, and staff inquiries by phone, email, and in person, including payments and registrations.

Responsibilities include evaluating applications, assisting with course setup, resolving system and data issues, and helping improve admissions and

Qualifications

• Some knowledge of supervisory practices and data management.
• Experience: conducting sensitive fact-finding interviews; storing, retrieving, and compiling information in a report format using database software and using spreadsheet software.
• Ability to operate under strict deadlines while maintaining accuracy and attention to detail.
• Excellent time management, organization, and project prioritization skills when dealing with conflicting priorities.
• Excellent communication and customer service skills, including issue resolution and problem-solving with customers in person, on the phone, and via email.
• Avid critical thinking skills with a detail-oriented drive for continuous process improvements.
• Ability to see both the big picture and fine details for processes and procedures, including impacts.

Responsibilities

• Evaluate and process applications and registration information in accordance with established requirements.
• Determine the appropriate actions for admitting and registering undergraduate and graduate students.
• Support course setup and other operational needs for academic and non-credit programs.
• Identify opportunities to improve and streamline admissions and registration processes.
• Provide exceptional assistance to students, faculty, staff, and other customers by phone, email, and in person.
• Gather and evaluate relevant information to respond accurately and efficiently to program, course, application, registration, and payment questions.
• Monitor the department’s shared inbox and phone queue, ensuring inquiries are addressed promptly and routed appropriately when necessary.
• Accept and process customer payments.
• Investigate registration and payment issues, determine their underlying causes, and recommend long-term solutions.
• Identify and troubleshoot system, process, and data issues affecting course setup, student registration, payments, and fee calculations.
• Research information across multiple sources and systems to resolve complex customer and registration issues.
• Document recurring issues and identify opportunities for system and process improvements.
• Assist with setting up and reconfiguring furniture in shared YFRP learning spaces to support classes and events.

Skills

Supervisory practices

Data management

Policy interpretation

Communication and customer service

Time management

Critical thinking

Public relations skills

Job description

Job no: 499821
Work type: Classified
Location: Boise, ID
Categories: Administration and Business Operations, Student Services, Extended Studies, Mid-Level

Job Summary/Basic Function: Provides technical support for programs and organizational activities to convey information, determine compliance, and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; performs related work. This position may have the opportunity to work a hybrid schedule. Where a mix of in-person work from a Boise State worksite and an alternative work location within the State of Idaho is utilized (up to one remote day a week after training and based on performance/needs). Candidates must be able to work on-site as needed.

Department Overview: The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho, and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs, and other lifelong learning options. Join us! The Extended Studies Customer Services Team serves as the primary front-line support resource for programs across the division. As a member of this team, you will assist students, faculty, and staff by phone, email, and in person. Responsibilities include answering customer questions about programs and courses; evaluating and processing application and registration information in accordance with established requirements; accepting payments; supporting course setup and program operations; and investigating and resolving registration system, process, and data issues. The team supports the Osher Lifelong Learning Institute, K–12 Professional Development, Professional and Continuing Education, Online programs, Summer Sessions, and Concurrent Enrollment.

Level Scope: Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

• This class is distinguished from the Technical Records Specialist 1 by the requirement for the use of judgment, discretion, and interpretation of a variety of complex guideline policies and procedures for different programs within a related field. The incumbent is responsible for the final work and any consequence of error. The work requires extensive knowledge of department programs and objectives. The program knowledge is of such a complex nature that it typically takes new incumbents a substantial amount of time to learn. Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
• Incumbents perform complex and difficult program support functions for multiple or highly specialized programs. Incumbents have the authority, knowledge, and judgment to devise solutions that fall outside existing policies and procedures. The work requires problem-solving and negotiation skills with authority to act on decisions made. Incumbents serve as a program expert and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers. Due to the nature of the work, incumbents have frequent contact with internal and external customers, which requires good public relations skills. Incumbents function with considerable independence and exercise discretion in applying policies and procedures. The work requires extensive knowledge of department programs and objectives. Incumbents may supervise support staff or perform leadwork duties.
• Evaluate and process applications and registration information in accordance with established requirements.
• Determine the appropriate actions for admitting and registering undergraduate and graduate students.
• Support course setup and other operational needs for academic and non-credit programs.
• Identify opportunities to improve and streamline admissions and registration processes.
• Provide exceptional assistance to students, faculty, staff, and other customers by phone, email, and in person.
• Gather and evaluate relevant information to respond accurately and efficiently to program, course, application, registration, and payment questions.
• Monitor the department’s shared inbox and phone queue, ensuring inquiries are addressed promptly and routed appropriately when necessary.
• Accept and process customer payments.
• Investigate registration and payment issues, determine their underlying causes, and recommend long-term solutions.
• Identify and troubleshoot system, process, and data issues affecting course setup, student registration, payments, and fee calculations.
• Research information across multiple sources and systems to resolve complex customer and registration issues.
• Document recurring issues and identify opportunities for system and process improvements.
• Assist with setting up and reconfiguring furniture in shared YFRP learning spaces to support classes and events.
• May perform other duties as needed.

Knowledge, Skills, Abilities:

• Some knowledge of: supervisory practices and data management.
• Experience: conducting sensitive fact-finding interviews; storing, retrieving, and compiling information in a report format using database software and using spreadsheet software.
• Ability to operate under strict deadlines while maintaining accuracy and attention to detail.
• Excellent time management, organization, and project prioritization skills when dealing with conflicting priorities.
• Excellent communication and customer service skills, including issue resolution and problem-solving with customers in person, on the phone, and via email.
• Avid critical thinking skills with a detail-oriented drive for continuous process improvements.
• Ability to see both the big picture and fine details for processes and procedures, including impacts.

Minimum Qualifications: Experience: monitoring record systems to identify and correct errors; interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs; analyzing information and researching a variety of sources to identify and resolve problems or issues; dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations; entering and retrieving data using a computerized record system; composing and proofreading business correspondence.

Preferred Qualifications:

• 2 years of relevant work experience or equivalent educational experience.
• 2 years of experience with Microsoft Suite and the following types of software applications: databases, registration systems, and payment systems.
• 1 year of experience working with Google Workspace applications (Gmail, Google Docs, and Google Sheets).
• 1 year of work experience in higher education at a college or university.

Salary and Benefits: Salary range is $20.28 - $21 an hour and is commensurate with experience. Boise State University provides a best-in-class benefits package, including (but not limited to):

• 12paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to yourORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to yourPERSI retirement fund (Classified employees)
• Excellent medical, dental and otherhealth-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents
• See ourfull benefits page for more information!

About Us: Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/

Advertised: August 11, 2026 Mountain Daylight Time

Applications close: September 2, 2026 11:55 PM Mountain Daylight Time

Equal Employment Opportunity

Boise State University is committed to providing equal employment opportunities to all employees and qualified applicants for employment as providedfor by federal, state, and local law. The university does not discriminate in employment opportunities or actions on the basis of any status or class protected under applicable federal, state, or local law. The University endeavors to recruit, hire, train, and promote the most qualified employees in all job titles. All other personnel actions are administered without regard to protected class under federal, state, or local law. If you require an accommodation at any step in our recruitment process, you are encouraged to contact [phone] [e-mail] .

Jeanne Clery Act

Each year, Boise State University prepares an Annual Security Report and Annual Fire Safety Report as part of the University's commitment to safety and security on campus and in compliance with the Jeanne Clery Disclosure of Campus Security Police and Crime Statistics Act. The report includes statistics for the previous three years concerning reported crimes that occurred on the main Boise State campus, all of Boise State's separate campuses, in certain off-campus buildings or property owned or controlled by Boise State, and on public property within, or immediately adjacent to and accessible from Boise State's campuses. Also included in the report are the University's institutional policies and procedures concerning campus security, including those related to sexual assault, campus alerts, drug and alcohol use, and others.You can obtain a copy of the report by accessing the following website or you can request a copy of the report by contacting the University's Department of Public Safety at 2245 University Drive, Boise, Idaho 83706; by calling 208-426-6911 ; or by sending an email to [e-mail]
Annual Security and Fire Safety Report