Student Technical Assistant II

University of New Mexico • Albuquerque, NM

6d • Onsite

About The Position

Working under direct supervision within the Gerald May Department of Civil, Construction & Environmental Engineering, this entry-level IT role provides first-tier technical support for hardware, software, networks, and classroom audio/visual systems. Core responsibilities include installing, maintaining, and testing systems; resolving routine technical problems; tracking inventory; and managing service requests via a ticketing system to support departmental IT operations. Candidates need a high school diploma and six months of relevant experience (or equivalent education), foundational IT knowledge, and strong communication skills to create technical documentation, guide diverse users, and potentially train student employees. The position includes light physical tasks in standard office and laboratory settings.

Requirements

• Enrolled in a degree seeking program at UNM, Enrolled at least half-time (6 hours) at UNM for fall and spring semesters (Audit hours do not count), and if Work Study, you must meet Satisfactory Academic Progress.
• High school diploma or GED; at least 6 months 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.
• Demonstrated commitment to providing excellent customer service in a technical support environment.
• Basic knowledge of computer systems, including hardware, software, virtual machines, and networking concepts.
• Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
• Knowledge of current technological developments/trends in the area of focus.
• Ability to accurately maintain technical records, inventory data, and service documentation.
• Ability to guide staff, faculty, and students in resolving technology problems.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to diagnose computer problems and coordinate appropriate hardware, software, and/or network solutions.
• Ability to analyze and resolve basic computer problems.
• Capable of clearly communicating technical guidance and instructions to users for operating enterprise applications and systems.

Responsibilities

• Provides responsive first-level technical support, including basic troubleshooting and assistance both on-site and remotely, covering hardware, software, and network issues within a professional academic setting.
• Provides individual instruction and/or training to users on new or updated technologies.
• Creates and updates technical documentation, user guides, and knowledge base articles for common support tasks.
• Assists with tracking inventory and asset records for IT equipment and materials; performs data entry and maintains records, including project documents, user instructions, general reports, and systems errors.
• Creates, updates, and tracks service requests using a ticketing or work order system (e.g., ServiceNow, Smartsheet, or similar).
• Assists users with account access issues, including password resets, multi-factor authentication, and basic access troubleshooting.
• May input billing information into a record-keeping system.
• Provides basic support for classroom and conference room technologies, including audio/visual systems and hybrid meeting tools.
• Performs routine system maintenance and assists with troubleshooting hardware, software, and network issues.
• Provides input on hardware/software effectiveness based on user issues and experience.
• May assist with testing or evaluating new technologies under supervision.
• Provides support for departmental IT projects as assigned.
• Assists with the installation, configuration, and maintenance of approved software packages, computers, workstations, and/or related equipment.
• Assists with equipment lifecycle (deployment, refresh, surplus).
• Maintains current knowledge of relevant technology, equipment, laws, regulations, standards, and systems.
• Follows university IT security policies and assists in identifying and reporting potential security incidents (e.g., phishing attempts, compromised systems, unapproved software installations).
• Performs miscellaneous job-related duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED