IT Support Tech 2
About The Position
The UNM IT Service Desk is the first point of contact for students, faculty, staff, retirees, and affiliates seeking support for UNM IT services. We are seeking a customer-focused, detail-oriented IT Support Technician 2 to join our team. This position plays a critical role in delivering high-quality service, resolving complex issues, and leading initiatives related to mobile device management. This role serves as both a Tier 2 technical resource and a lead for mobile device operations, ensuring service quality, consistency, and customer satisfaction. The ideal candidate thrives in a fast-paced support environment, demonstrates strong technical acumen, and has a passion for helping people solve problems through technology. 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 2 years 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.
- Demonstrated attention to detail, particularly in asset, billing, or mobile device management.
- Experience with Incident Management and IT Service Management (ITSM) tools such as Cherwell, ServiceNow, or similar.
- Strong troubleshooting skills across desktop, web, and mobile platforms (Windows, macOS, iOS, Android).
- 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
- Tier 2 Technical Support and Service Desk Operations
- Act as a primary escalation point for complex technical issues within the Service Desk.
- Provide advanced troubleshooting and resolution across a range of desktop, web, and mobile platforms.
- Assist in mentoring and guiding Tier 1 technicians to ensure quality and consistency in customer support.
- Maintain a strong customer service focus in every interaction, ensuring timely and professional communication.
- Mobile Device Program
- Assist the Service Desk lead for university-owned mobile device management, including:
- Intake and processing of requests
- Ordering and billing coordination
- Device setup, deployment, and troubleshooting
- Vendor communication and account management
- Ensure accuracy, organization, and attention to detail in all mobile program activities.
- Service Desk Planning and Process Improvement
- Participate in Service Desk operational planning and continuous improvement efforts.
- Recommend and help implement methods and procedures to enhance efficiency and service quality.
- Support ITSM tools and processes, including user training, documentation, and analysis of incident trends.
- Knowledge and Collaboration
- Contribute to internal training and knowledge base development.
- Collaborate with technical teams across UNM IT to coordinate support and communicate effectively on shared services.
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
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
