IT Support Specialist

The Idaho Office of the State Board of Education (OSBE) is seeking an IT Support Specialist to provide technical assistance to computer, system, and phone users. The role involves troubleshooting issues related to email, networking, hardware, and software support, as well as offering basic system and networking support to end users.

Qualifying individual must work onsite: 650 W State Street, Boise, ID
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.

Primary Responsibilities:

• Provide support for Windows-based machines (Windows 10 & 11).
• Perform basic Active Directory user management.
• Troubleshoot Microsoft Office applications (Word, Excel, PowerPoint, etc.) in a Microsoft environment.
• Assist with basic phone system usage, specifically within the state's Cisco-based phone system.
• Utilize the in-house ticketing system to log, track, and resolve technical issues.
• Identify, research, and resolve technical problems in a timely manner.
• Respond to technical support requests via telephone, email, and ticketing system.
• Document, track, and monitor issues to ensure timely resolution and accurate record-keeping.
• Provide in-person, phone, and remote support through tools like Microsoft Teams and Zoom.
• Apply knowledge of commonly used IT concepts, practices, and procedures, including imaging and Windows operating systems.
• Deliver excellent customer service and de-escalate tense situations as necessary.

Minimum Qualifications:

• Experience installing and supporting Windows environments.
• Experience using a ticketing system for IT support.
• Strong organization, problem-solving, and multitasking skills.
• Ability to handle confidential information with discretion.
• Ability to pass a fingerprint background check.
• Strong customer service skills and professionalism, even in high-pressure situations.
• Ability to complete assigned tasks independently and work collaboratively within a team.

Preferred Qualifications:

• Knowledge of Microsoft Azure, Entra AD, and M365.
• Experience working in virtualized environments.