IT Support Tech II

University of New Mexico • Albuquerque, NM

1d • Hybrid

About The Position

The University of New Mexico's Project ECHO is seeking a highly motivated, detail-oriented Student Computer Support Technician to help support the IT Team. As a Computer Support Technician you will provide technical support before and during our TeleECHO sessions, ensuring that the meeting/webinar runs smoothly and that the requirements of program team(s) are met. This includes troubleshooting audio, video, and software issues for staff and participants in the session, and assisting with the software applications that support this effort. You will also edit and prepare the videos of TeleECHO sessions for upload, ensuring that they do not include any PHI, PII, or other protected information. Additionally, you will provide support in the use of the video conferencing application Zoom, as well as the hardware systems needed to deliver the core ECHO functionality. You will provide impeccable customer service to internal staff through email, instant messaging, as well as in person, for issues related to computer hardware and software, troubleshooting and documenting the resolution of issues in a ticketing system. This role also involves the installation, configuration, and maintenance of computers, audio and video equipment, and/or other related equipment and devices used by Project ECHO staff and partners. Project ECHO empowers local community providers to improve the well-being of people around the world by democratizing medical knowledge and getting best practice care to underserved people. We are funded in part by grants and have received support from the NM Legislature and the New Mexico Department of Health. Project ECHO prides itself on being a values-based organization, including Service to the Underserved, Democratization of Knowledge, Mutual Trust and Respect, Teamwork, Excellence and Accountability, Innovation and Learning, and Joy of Work. We strive to find individuals who can embrace and exemplify these values. We work with partners all over the world and work hours outside of normal business hours may be required. We are fortunate to have access to advanced technology, which will require some teleworking.

Requirements

• Student Employment

Nice To Haves

• Experience in providing excellent customer service.
• Excellent problem-solving and critical thinking skills.
• Knowledgeable about videoconferencing software applications and hardware systems.
• Proficient in troubleshooting and maintaining computers and videoconferencing equipment.
• Experience in video editing (using Adobe Premier)
• Flexible work schedule to meet the needs of the Project ECHO Program Sessions (Availability around midday)

Responsibilities

• Provide technical support before and during our TeleECHO sessions, ensuring that the meeting/webinar runs smoothly and that the requirements of program team(s) are met.
• Troubleshoot audio, video, and software issues for staff and participants in the session.
• Assist with the software applications that support this effort.
• Edit and prepare the videos of TeleECHO sessions for upload, ensuring that they do not include any PHI, PII, or other protected information.
• Provide support in the use of the video conferencing application Zoom, as well as the hardware systems needed to deliver the core ECHO functionality.
• Provide impeccable customer service to internal staff through email, instant messaging, as well as in person, for issues related to computer hardware and software.
• Troubleshoot and document in a ticketing system the resolution of issues.
• Installation, configuration, and maintenance of computers, audio and video equipment, and/or other related equipment and devices used by Project ECHO staff and partners.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed