Student technical support

Customer support representative

• Location:  Student Technology Center (and affiliated campus locations)
• Status: part-time
• Hours: 10–20 hours per week (flexible to accommodate academic schedules)
• Starting pay: $14.00 per hour
• Department: Office of Information Technology (OIT)

Position summary

Customer support representatives (CSR) serve as the first point of contact for technology support at University of Idaho. This role focuses on delivering professional, courteous, and effective assistance to students, faculty, and staff in person, by phone, and through queue management systems.

CSRs work across several campus locations including the Student Technology Center (STC), Library, Living Learning Communities (LLC), and lab support roles. Responsibilities include providing technical support, maintaining lab environments, managing help tickets, and supporting department operations and special projects.

This is a collaborative, learning-focused role ideal for those with strong interpersonal skills, curiosity about technology, and a desire to serve the university community with integrity and professionalism.

Key responsibilities

• Provide direct support to customers in person, over the phone, and through ticketing systems for technical issues such as account access, device troubleshooting, connectivity, printing, and software use.
• Follow departmental procedures and knowledge base articles to resolve standard IT issues and escalate complex concerns appropriately.
• Maintain a professional and respectful approach when working with users of varying technical backgrounds, always prioritizing clear communication and customer satisfaction.
• Document all support interactions accurately in the work management system.
• Assist in maintaining computer lab environments across campus, including monitoring equipment status, restocking supplies, and ensuring cleanliness.
• Participate in regular training, cross-training, and knowledge-sharing efforts with fellow CSRs to continuously improve service quality.
• Attend staff meetings and check internal communication tools (Microsoft Teams and email) during each scheduled shift to stay informed about updates and assignments.
• Support OIT projects as needed, including documentation updates, event setups, resource scheduling, and technical outreach tasks.
• Uphold university policies and office ethical standards, particularly in the areas of data confidentiality, professionalism, and accountability.

Minimum qualifications

Knowledge of:

• Basic troubleshooting processes
• Basic computer, mobile device, and software literacy

Skills:

• Strong customer service
• Clear verbal and written communication
• Interpersonal awareness and empathy
• Problem-solving and logical thinking
• Time management and accountability

Abilities:

• Uphold a professional image and ethical standards, including data confidentiality (FERPA)
• Work independently and as part of a team
• Safely lift and carry equipment or supplies up to 50 lbs
• Learn quickly and adapt to new technologies and procedures

Desirable qualifications

• Experience in help desk, tech support, or customer service roles

Familiarity with:

• Microsoft and Apple operating systems
• Office 365 and collaboration tools
• Multi-Factor Authentication (MFA)
• VPN and remote support platforms
• Networking and device setup

Work schedule and expectations

• 10–20 hours per week, with flexible scheduling that respects academic obligations.
• Availability during standard hours (8 a.m.–5 p.m.) and occasional evenings.
• Reliable attendance and punctuality are essential.
• Participation in training and staff meetings is required if scheduled during an available time block.

Additional information

• All selected candidates must participate in an interview process to assess their fit for the role and team culture.
• Employment is contingent upon a successful background check.
• Only applications submitted within the last six (6) months will be considered for review.
   

To apply for the Customer support representative position, please complete the online application form.

Be sure to provide accurate and complete information about your qualifications, experience and contact details. Once submitted, your application will be reviewed, and selected candidates will be contacted for the next steps.