IT Support Tech 2

University of New Mexico•Albuquerque, NM

1d•$20 - $27•Onsite

About The Position

The University of New Mexico Comprehensive Cancer Center is looking for an IT Support Tech 2 to join our team (CRTC Information Systems). Under supervision, this position delivers and sets up audio-visual equipment to classrooms, auditoriums, and/or a variety of other locations. Instructs users in equipment operations. Maintains appropriate records to include schedules, invoices, and inventory. Performs equipment troubleshooting, preventive maintenance, and more complex repairs. Records audio and video presentations for end users. Installs, maintains, tests, and repairs computer hardware and software. Candidates should be well versed in hardware, software, and telecom technical support and issue resolution. This technical resource works within a ticketing system to receive, prioritize, document and actively resolve end user help requests, configure and support desktop and laptop computers, provision and manage user accounts among several systems, perform needs assessments, create proposals, and implement solutions. This team member participates as a technical resource in both small and large projects. The successful candidate must be a self-starter, be able to manage service requests from start to resolution, handle multiple tasks simultaneously, own deliverables end to end, prioritize workload effectively, and thrive in a dynamic environment. The standard work schedule for this position is Monday – Friday starting promptly at 7am -4pm with potential adjustment to schedule with early start and late end times under direction of supervisor. This position requires the ability to be at work and be on time, interact in a positive and constructive manner with coworkers, take directions from a lead or supervisor, adhere to policies, procedures, and directives, and participate in a rotating on call/stand by schedule.

Requirements

Exceptional communication and customer service skills with a strong work ethic
Knowledge of Microsoft and Apple software and services (including operating systems and productivity software such as Microsoft Office)
Ability to evaluate and solve information technology problems
Ability to provide technical guidance to end users
Aptitude for configuring, troubleshooting, and repairing UNM owned computer hardware
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

2 plus years of audio-visual equipment (LCD projectors and laptop connectivity) systems support.
1 plus year of healthcare clinical systems IT experience
Strong analytical skills to help end users resolve technical problems.
Ability to work independently after training is complete
Aptitude to investigate and resolve problems and/or repair equipment as specified by ticketing system.
Genuine interest in information technologies and ability to manage the rapid pace of change that comes with that industry.
Customer service expertise.

Responsibilities

Provides audio visual assistance to end users in various conference room settings. Assists in developing standard test procedures and equipment to conduct functional and operational tests to evaluate quality and performance of video or audio reception, production, and transmission.
Consults with and advises end users regarding audio and video needs to appropriately schedule resources.
Inspects, troubleshoots, and performs preventive maintenance and a range of repairs to audio and video equipment.
Provides in-depth individual and/or group instruction and/or training to end users on new or updated technologies. Provides diverse technical assistance, documents findings and performs maintenance duties in support of a large unit that may encompass a variety of user support needs. Demonstrates or instructs end users in principles, methods, techniques, and equipment operation.
Maintains a broad knowledge of state-of-the-art technology and systems to effectively recommend changes and updates.
Ability to work effectively in a team environment, collaborating with other technical staff, vendors, and end-users to deliver solutions that meet business needs.
Performs complex problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
Maintains, updates and audits record keeping systems; documents projects, writes and maintains user instructions.
Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves complex system hardware, software, and network failures and conflicts.
Participates in and/or leads the review, evaluation and recommendations of solutions relating to hardware and software acquisitions.
Serves as a project member on small and large technology projects
Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
Performs miscellaneous job-related duties as assigned.
Plays an integral role as front-line staff in the IT support operations of the CRTC by responding to and troubleshooting by email, online, and in-person inquiries
Under the supervision, configures, upgrades and resolve computers, printers, and other UNM owned device issues used by end users.
Provides in-the-field assistance to users with various computer hardware and software issues
Utilizes a central ticketing system to resolve issues and communicate with end users and colleagues
Assists in maintaining inventory of equipment and supplies
Other duties as assigned and relevant to the success of CRTC Information Systems.