IT Support Tech 1
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.
- Applications need to 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 (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
- This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance.
- In addition, UNM offers educational benefits through the tuition remission and dependent education programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
