IT Support Tech 1

University of New Mexico • Albuquerque, NM

1d • $19 - $25 • Hybrid

About The Position

The UNM IT Service Desk plays a vital role in providing high-quality customer service and support to the University of New Mexico community, including students, staff, faculty, retirees, and affiliates. This entry-level position is designed for individuals looking to start their career in IT support, with a primary focus on phone-based assistance and self-service support. UNM IT is a critical area that maintains operations during some periods of University closures such as winter break, inclement weather days, and other unexpected closures.

Requirements

• High school diploma or GED; at least 6 months of experience directly related to the duties and responsibilities specified.
• Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year for year basis.

Nice To Haves

• Experience delivering exceptional customer service in a technical support or service desk environment.
• Experience with Incident Management and IT Service Management (ITSM) 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) preferred.
• Demonstrated 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 the resolution of complex issues and escalate concerns as necessary, ensuring efficient and timely solutions.
• Participate in IT Service Desk projects aimed at enhancing support processes and improving service delivery.
• Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
• Collaborate with IT teams to ensure seamless coordination of IT services and provide expert support within the Service Desk.
• Work as part of a team of Subject Matter Experts (SMEs) responsible for Tier 2 support, including advanced troubleshooting, customer support testing, and knowledge development.
• Contribute to internal training efforts and assist with the creation of resources that enhance the effectiveness of the Service Desk.

Benefits

• medical, dental, vision, and life insurance.
• educational benefits through the tuition remission and dependent education programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED