Help Desk Lead

New Mexico State University•Las Cruces, NM

1d•Onsite

About The Position

The Help Desk Lead oversees day-to-day university Help Desk operations, providing first-line technical support and customer service to the NMSU community. The role supervises and schedules student employees, ensures support requests are resolved accurately and on time, and maintains effective communication with customers and IT partners. It administers user accounts and access services, supports email distribution lists, resets system passwords, and manages myNMSU account creation. The Help Desk Lead also supports knowledge management and keeps the knowledge base current and accurate, contributes to projects assigned by a direct supervisor or director, and promotes excellent customer service through follow-up and surveys. Other duties may be assigned. This is a full-time, on-site position in Las Cruces with a standard Monday–Friday, 8 a.m.–5 p.m. schedule. It is open only to regular NMSU employees; temporary and term employees are not eligible. Applicants must be authorized to work in the United States without current or future company sponsorship. Foreign education credentials used to meet job requirements must be evaluated as equivalent to conventional U.S. education.

Requirements

Associate's degree and 2 years of relevant experience, or a bachelor's degree.
Must be authorized to work in the United States without company sponsorship now or in the future.
Foreign education credentials used to meet the requirements must be shown to be equivalent to conventional U.S. education.

Responsibilities

Oversee day-to-day Help Desk operations and provide first-line technical support and customer service to the NMSU community.
Supervise and schedule student employees (Computer Technical Assistants).
Ensure timely and accurate resolution of support requests.
Maintain effective communication with customers and IT partners.
Administer user accounts and access services.
Support email distribution lists, reset system passwords, and manage myNMSU account creation.
Participate in and help drive knowledge management practices, keeping the knowledge base current and accurate.
Lead and contribute to projects assigned by the direct supervisor or director.
Promote excellent customer service through follow-up and survey techniques.
Perform other duties as assigned.