IT Support Tech 1

The University of New Mexico • Albuquerque, NM

23h • 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 position focuses primarily on phone-based assistance and self-service support. UNM IT maintains operations during some University closures, including winter break, inclement weather days, and other unexpected closures.

The position handles inquiries through phone, self-service, and in-person channels; assists with resolving and escalating issues; and participates in projects to improve support processes and service delivery. It also supports IT Service Management tools, collaborates with IT teams, contributes to Tier 2 Subject Matter Expert support, and helps develop internal training and Service Desk resources.

This is a regular, full-time, non-exempt, benefits-eligible staff position based at the University of New Mexico’s Main campus in Albuquerque, with eligibility for a hybrid remote arrangement. The hourly pay range is $19.00–$24.77. A background check is required. Applicants must submit a resume or UNMJobs application and a cover letter through the official UNMJobs site.

Requirements

• High school diploma or GED.
• At least 6 months of experience directly related to the duties and responsibilities; directly related higher education and/or experience may be interchangeable on a year-for-year basis.
• A specialty license or certification may be required by the department.
• Successful completion of a pre-employment background check.
• Submit a complete professional work history with dates and hours worked, along with a resume or UNMJobs application and cover letter.

Nice To Haves

• Experience providing exceptional customer service in a technical support or service desk environment.
• Experience with Incident Management and 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.
• 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 requests.
• Assist with resolving complex issues and escalate concerns as necessary to provide efficient, timely solutions.
• Participate in IT Service Desk projects to enhance support processes and 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.
• Participate as a Subject Matter Expert in Tier 2 support, including advanced troubleshooting, customer support testing, and knowledge development.
• Contribute to internal training and help create resources that enhance Service Desk effectiveness.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Tuition remission
• Dependent education programs
• Mandatory retirement contributions for eligible employees working greater than .25 FTE

What This Job Offers

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