IT Support Tech II

The University of New Mexico•Albuquerque, NM

12h•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. Troubleshooting audio, video, and software issue 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. Troubleshooting and documenting 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. Project ECHO empowers local community providers to improve the well-being of people around the world. Project ECHO is committed to democratizing medical knowledge and getting best practice care to underserved people all over the world. We are dedicated to making knowledge accessible and have expanded our portfolio of programs to include COVID-19 response, education, first responder resiliency, behavioral health and addiction. We are funded in part by grants from the GE Foundation, the Helmsley Charitable Trust, the Bristol Myers Squibb Foundation, the Merck Foundation, Robert Wood and the US Government. We have received support from the NM Legislature and the New Mexico Department of Health. Project ECHO prides itself on being a values-based organization. Our seven values include: 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 Computer Support Technician

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.
Troubleshooting audio, video, and software issue 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.
Troubleshooting and documenting 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.