IT Ops & Support Technician

The Idaho State Controller's Office is looking for an IT Operations and Support Technician to join our team. The ideal candidate will be supporting the user-level technical components of a small to medium office environment and primarily providing technical support to all users as a member of a support team. The ideal candidate should have excellent problem solving and communication skills, flexibility and adaptability, and the ability to work under pressure. This role is dependent on real-time teamwork, in person mentoring and in-person collaboration to problem solve and provide customer service in real time.

This is a career level position. Incumbents focus on the processes and administration of business workstations and user-level hardware and services. They can identify and resolve complex operational problems and provide first-tier technical support to internal staff.

Essential Job Functions:

• Provides a wide range of technical assistance to system users; installs software, hardware, and cabling, including non-standard configurations; manages day-to-day aspects of network connectivity and user productivity.

• Upgrades workstation hardware and software to latest stable versions.

• Maintains the IT Asset Inventory system and physical storage .

• Supports and trains users on enterprise VOIP Phone system, conference room AV and video conferencing technology.

• Supports and trains users on enterprise printing.

• Supports technology and connectivity of statewide training classes.

• Supports the existing SCO workstation infrastructure concurrently with the implementation and support of the future SCO infrastructure.

• In-person (and in office) collaboration with team members to problem solve and provide customer service in real time is essential to this position.

Additional Functions:

• Contributes to the positive performance of the Division of Computer Services and the State Controller's office.

• Demonstrates timely and consistent attendance.

• This is an in-office position.

• Any additional duties as assigned by State Controller or his/her designee.

• Experience operating and supporting Windows 11 in a hybrid work environment, including some Microsoft Intune experience.

• Experience installing, configuring and supporting the following applications on Windows workstations and mobile devices.

o Microsoft Office365/Entra

o Microsoft Outlook email o Cisco Secure Endpoint VPN Client

o DUO Multi Factor Authentication o Enterprise IM

• A good understanding of enterprise OS deployment technologies.

• A good understanding of printer technology.

• A good understanding of video and audio streaming, formats, and technology.

• Excellent communication and documentation skills.

• Ability and Social skills needed to work in a team setting to assist and train end users.

• VOIP Phone system experience.

• Good knowledge of computer trends, software, capabilities, and terminology; computer hardware and software installation and troubleshooting.

• Experience working with network systems, evaluating and resolving computer, system, and user problems including compatibility conflicts, application operations, hardware malfunctions, and telecommunications problems; installing and maintaining computer hardware, software, and peripherals in the network and/or multi-platform environment; providing one-to-one IT training.

• Knowledgeable of relevant operating systems, network protocols, and standard applications, as well as end-user support service, servers, networks, and workstations. Incumbents have an in-depth understanding of hardware, peripherals, devices, and software applications to independently install, maintain, and troubleshoot hardware/software and resolve the majority of user and system problems.

Position is primarily 1st shift (8:00 AM to 5:00 PM, Monday thru Friday). However, some weekend and after-hours support may be required.

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*