Senior Service Desk Technician

CHESS•Santa Fe, NM

48d•$22•Onsite

About The Position

The Senior Service Desk Technician delivers high-level technical support and exceptional customer service to faculty, staff, and students, both onsite and remotely. This role serves as a technical leader within the Service Desk team, focusing on first-contact resolution, advanced troubleshooting, and cross-team collaboration within the Office of Information Technology (OIT). The technician also supports instructional technologies and acts as a liaison between OIT and instructional departments to ensure effective use of technology in teaching and learning environments.

Requirements

Advanced troubleshooting and problem-solving skills.
Strong customer service and communication abilities.
Experience supporting users both onsite and remotely.
Proficiency in supporting online learning tools (Zoom, Teams, LMS).
Experience with AV systems and multimedia equipment.
Ability to manage multiple priorities and work independently or as part of a team.
Strong organizational skills and attention to detail.
Ability to create documentation and training materials.
Willingness to work evenings/weekends and travel as needed.
Associate’s degree in Computer Science, Information Technology, or a related field and four (4) years of relevant experience OR
Bachelor’s degree in Computer Science, Information Technology, or a related field and two (2) years of relevant experience
Equivalent experience may be substituted for education on a year-for-year basis.

Nice To Haves

Experience in higher education or instructional support roles.
Experience mentoring or training service desk staff.
Experience collaborating with faculty and instructional design teams.
Familiarity with accessibility tools and inclusive technology practices.

Responsibilities

Provide Tier II support and serve as an escalation point for Tier I technicians.
Resolve complex technical issues related to hardware, software, networking, and enterprise systems.
Deliver exceptional customer service to users in-person, via phone, and through remote support tools.
Prioritize and drive first-contact resolution for service desk tickets.
Ensure consistent, professional, and empathetic communication with users at all levels.
Provide account support for students, staff, and faculty for systems including Active Directory, Banner, Workday, and other enterprise platforms.
Troubleshoot, research, and resolve complex technical issues to satisfy tickets, work orders, and incidents in a timely and efficient manner.
Document solutions and contribute to the knowledge base to improve team efficiency.
Mentor and train Tier I technicians in troubleshooting, documentation, and customer service best practices.
Collaborate closely with other OIT teams (Infrastructure, Applications, Instructional Technology, Online Learning) to resolve cross-functional issues and implement technology solutions.
Participate in planning and implementation of new technologies and service improvements.
Perform duties related to new initiatives, change management processes, and assigned projects.
Assist in developing and refining service desk procedures, policies, and workflows.
Support faculty in integrating technology into physical and HyFlex classrooms.
Develop and deliver training materials, including video tutorials and live sessions.
Collaborate with Online Teaching and Learning, OIT, and faculty to evaluate and implement new instructional technologies.
Maintain inventory of AV and instructional technology equipment.
Perform preventive maintenance and coordinate repairs.
Assist with system design and implementation decisions for educational and enterprise technologies.