IT Technician

The University of New Mexico•Albuquerque, NM

6d•Hybrid

About The Position

As a nationally accredited program with a strong educational mission within The University of New Mexico School of Medicine, the Office of the Medical Investigator (OMI) investigates deaths occurring throughout New Mexico that are sudden, violent, untimely, unexpected, or unexplained. As a special program within the Department of Pathology, OMI determines the cause and manner of death and provides formal death certification. OMI is seeking a knowledgeable, adaptable, and service-oriented IT Technician to support technology operations in a fast-paced, mission-critical forensic environment. This position provides hands-on technical support for employees working onsite and remotely and helps maintain the equipment, applications, accounts, and technology services necessary for OMI's statewide investigative, clinical, laboratory, records, and administrative operations. The successful candidate will be dependable, organized, and comfortable working in an environment where priorities can change quickly. The position requires strong troubleshooting skills, sound judgment, attention to detail, and the ability to communicate technical information clearly to users with varying levels of technical experience. The successful candidate must exercise discretion and protect confidential, sensitive, and legally significant information. OMI operates 24 hours a day, seven days a week. This position supports a combination of onsite and fully remote employees. Depending on operational needs, work may include scheduled after-hours support, technology deployments, or response to urgent technical issues. The position operates within a forensic medical environment and may encounter strong odors, graphic materials, and areas where decedents are examined or stored.

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 providing desktop or end-user technical support in a healthcare, laboratory, public-safety, higher-education, government, or similarly regulated environment.
Experience supporting both onsite and remote users.
Experience with Microsoft Windows, Microsoft 365, user accounts, remote-access tools, printers, mobile devices, and audiovisual equipment.
Experience documenting work through a ticketing or service-management system.
Experience with equipment inventory, asset management, deployment, and lifecycle tracking.
Demonstrated ability to explain technical issues clearly to individuals with different levels of technical knowledge.
Experience handling confidential or sensitive information.
Demonstrated ability to prioritize competing requests in a continuous or mission-critical operation.
Experience coordinating issue resolution with centralized IT departments and external vendors.
Relevant technical certifications or equivalent hands-on experience.

Responsibilities

Provide timely technical support to onsite and remote employees, including users with varying levels of technical knowledge.
Install, configure, maintain, deploy, and troubleshoot computers, monitors, printers, mobile devices, audiovisual equipment, peripherals, and related technology.
Diagnose and resolve routine to moderately complex hardware, software, application, account, printing, connectivity, and remote-access issues.
Set up technology, applications, accounts, access, and peripheral equipment for new employees and assist with the secure removal or reassignment of access and equipment when employees leave.
Assist with workstation deployments, equipment replacements, office moves, software installations, upgrades, testing, and department-wide technology projects.
Support user accounts, permissions, password resets, and access requests in accordance with University security requirements and established authorization processes.
Assist with the operation and maintenance of software applications and information systems supporting OMI's investigative, laboratory, records, imaging, and administrative functions.
Maintain accurate technology inventory, asset assignments, configuration records, warranties, equipment locations, and lifecycle information.
Document service requests, troubleshooting steps, resolutions, equipment changes, access modifications, and outstanding issues in the designated tracking system.
Prioritize requests based on operational urgency, security risk, user impact, and the effect on OMI's mission-critical services.
Recognize issues requiring escalation and coordinate effectively with OMI IT leadership, UNM or HSC IT, vendors, and other technical specialists through resolution.
Assist with system updates, endpoint security, data protection, backup and recovery activities, and other measures intended to preserve the availability and integrity of OMI technology resources.
Provide patient and respectful technical guidance to employees, including remote users and individuals who may have limited technology experience.
Develop or maintain basic user instructions, troubleshooting guides, equipment records, and other technical documentation.
Identify recurring problems, trends, security concerns, and opportunities to improve reliability, efficiency, and the user experience.
Follow applicable University and OMI policies concerning information security, acceptable use, access control, records management, and confidential information.
Safeguard sensitive investigative, medical, personnel, and operational information encountered while performing assigned duties.
Work independently within assigned responsibilities while keeping IT leadership informed of significant risks, delays, outages, and unresolved problems.
Perform other technology-related duties and participate in special projects as assigned.