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. 3- Candidates MUST HAVE experience providing in-person face-to-face deskside support to end users to qualify for this position. Candidates whose experience has been all remote helpdesk phone / email support are NOT the right candidates for this role and will not be considered. Make sure you submit candidates with in-person deskside support experience for this role. 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 Support of 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 Skill Required / Desired Amount of Experience Professional experience in a technical end-user support role providing face-to-face, in-person, desktop support Required 2 Years Professional experience in a technical end-user support role providing remote support via phone, email, etc. Required 2 Years Experience providing end user support on Windows-based machines (Windows 10 & 11) Required 2 Years Experience with basic Active Directory user management for end user support Required 2 Years Experience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc for end users Required 2 Years Experience assisting with basic phone system usage for end users (state phone system is Cisco-based) Required 2 Years Experience working with a help desk ticketing system Required 2 Years Experience providing basic networking support for end users (for example troubleshooting connectivity issues) Required 2 Years Experience with hardware / software installation and support and imaging Required 2 Years Experience with M365 support Desired Experience working in virtualized environments (MS Azure / Entra AD) Desired Exceptional communication skills required - candidates must exude professionalism even in stressful situations Required