Help Desk Lead

New Mexico State University•Las Cruces, NM

3d•$43,909 - $54,886•Onsite

About The Position

The Help Desk Lead oversees the day-to-day operations of the university Help Desk, providing first-line technical support and customer service to the NMSU community. The position supervises and schedules student employees (Computer Technical Assistants), ensures support requests are resolved accurately and promptly, and maintains effective communication with customers and IT partners. The role administers user accounts and access services, supports email distribution lists, resets system passwords, and manages myNMSU account creation. It also participates in and helps drive knowledge management practices, keeping the knowledge base current and accurate. The Help Desk Lead leads and contributes to projects assigned by their direct supervisor or director, promotes excellent customer service through follow-up and surveys, and performs other duties as 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 to regular NMSU employees only; temporary and term employees are not eligible. Applicants must be authorized to work in the United States without current or future company sponsorship.

Requirements

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

Responsibilities

Oversee the day-to-day operations of the university Help Desk.
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, ensuring the knowledge base is 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.