Student Intermediate Level

University of New Mexico•Albuquerque, NM

2d•Hybrid

About The Position

The Student Support Technician provides tier 1 customer support for one or more of the Opinio, Course Evaluations, and Qualtrics applications. Support is provided by phone or email with assistance from a Technical Analyst II. The position also involves creating documentation, updating web pages, communicating technical details to customers, assisting with projects and software testing, and working with a team of 2–3 other support personnel. The position is hybrid, with mostly off-site work and some in-office commitments. Office hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, with occasional weekend or off-hours work required. Applicants are expected to be able to work the full 28 hours available for student staff. Work-study and non-work-study applicants are accepted, though work-study is preferred.

Requirements

Be enrolled in a degree-seeking program at UNM.
Be enrolled at least half-time (6 hours) at UNM for fall and spring semesters; audit hours do not count.
Work-study applicants must meet satisfactory academic progress.
Excellent written and verbal communication skills.
Excellent teamwork and interpersonal skills.
Strong work ethic and sense of responsibility.
Organized, thorough, and detail-oriented.
Able to problem-solve within web applications and other information technologies.
Flexible and able to adapt to occasional changes in assignments and priorities.
Able to work the full 28 hours available for student staff.

Nice To Haves

Intermediate MS Excel and Word skills.
Microsoft Outlook skills.
Customer service or helpdesk experience.
Close attention to detail.
Knowledge of Windows OS.
Ability to use and create documentation.
Work-study eligibility or status is preferred.

Responsibilities

Review technical documentation to support Course Feedback, Esurvey, and/or Test Scoring faculty and students.
Assist faculty, staff, and students by email or phone.
Provide reliable and accurate technical support to students, faculty, department chairs, and administrators.
Learn and work with UNM’s Qualtrics, EvaluationKIT, Esurvey Opinio, and/or Scantron applications.
Troubleshoot and resolve technical issues involving these services.
Support the administration of campus-wide elections.
Create documentation and update web pages.
Communicate technical details to customers.
Assist with projects and software testing.
Work alongside a team of 2–3 other support personnel.