IT Support Tech 1

University of New Mexico•Albuquerque, NM

2d•$19 - $25•Hybrid

About The Position

The UNM IT Service Desk provides customer service and support to the University of New Mexico community, including students, staff, faculty, retirees, and affiliates. This entry-level role focuses primarily on phone-based assistance and self-service support. UNM IT maintains operations during some periods of University closures, including winter break, inclement weather days, and other unexpected closures. The position serves as an initial point of contact for Service Desk inquiries and supports issue resolution, IT Service Management tools, service-improvement projects, and coordination with IT teams. It also contributes to Tier 2 support, training, and the development of resources that improve Service Desk effectiveness.

Requirements

High school diploma or GED.
At least 6 months of experience directly related to the duties and responsibilities specified.
Higher education and/or directly related experience may be interchangeable on a year-for-year basis.
Applications must include a complete professional work history with dates and hours worked.

Nice To Haves

Experience delivering exceptional customer service in a technical support or service desk environment.
Experience with Incident Management and IT Service Management tools such as Cherwell, ServiceNow, or similar.
Excellent written and verbal communication skills, including experience writing clear, user-friendly documentation.
Experience collaborating with technical teams to resolve issues and improve service delivery.
ITIL or HDI certification, or equivalent experience.
Ability to manage multiple priorities while maintaining accuracy and professionalism.

Responsibilities

Serve as the initial point of contact for IT Service Desk inquiries, handling phone, self-service, and in-person support requests.
Assist in resolving complex issues and escalate concerns as necessary to support efficient and timely solutions.
Participate in IT Service Desk projects to enhance support processes and improve service delivery.
Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
Collaborate with IT teams to coordinate IT services and provide support within the Service Desk.
Work as part of a team of Subject Matter Experts responsible for Tier 2 support, including advanced troubleshooting, customer support testing, and knowledge development.
Contribute to internal training efforts and help create resources that enhance the effectiveness of the Service Desk.