Student User Support Consultant

University of New Mexico•Albuquerque, NM

33d•$13

About The Position

WE ARE ACCEPTING APPLICATIONS FROM BOTH WORKSTUDY & NON-WORKSTUDY STUDENTS The UNM IT Service Desk is seeking technology-oriented individuals to provide customer service and support to UNM and UH faculty, staff, and students. Our agents are trained to assist customers with a wide variety of IT questions, issues and requests, including: email (LoboMail), myUNM, LoboWeb, NetIDs network connectivity, and cell phones. The UNM IT Service Desk is normally staffed M-F 7:30am-5:00pm; we extend our hours of operation during critical business cycles. This position will allow for 15-25 hours per week. Duties and responsibilities include: Provide excellent customer service to all customers (including students, staff, faculty, and the public) Handle customer requests via phone, self-service (similar to email), and walk-in Provide technical and functional customer support as per Support Center documented triage processes. Perform account support Process UNM Directory calls Perform testing of new IT Services Special projects, as assigned Other duties, as assigned Act as a 1st level expert in IT Services and Service Desk processes/guidelines Perform 1st level tasks, work, and processing Act as knowledge base expert for user and internal FAQs and other documentation Perform special handling of unusual or difficult issues Log current outages and issues on ITAlerts Identify problems and opportunities for continuous improvement within the Service Desk Act as key Subject Matter Expert contact for operational staff Participate in support assessment of IT services Coordinate smooth and efficient operations in the Service Desk Other duties, as assigned

Requirements

Problem solving skills
Excellent communication skills
Excellent customer service skills
Openness to learning new skills and technologies
Ability to work both as a team member and independently on projects
Proficiency with multiple forms of communication
General familiarity with services supported by IT (email, network, etc)
General experience with standard hardware and software functions and troubleshooting
Ability to utilize available resources and information to resolve problems independently.
Technical desktop troubleshooting ability
General knowledge of UNM departments and organization
High level of expertise with Service Desk tools, resources, and processes

Nice To Haves

Interest in a career in Information Technology (IT) and/or Customer Service.
A desire to develop skills and expertise in Information Technology
Technical and functional expertise and knowledge of UNM IT Services
Expertise in standard hardware and software functions and troubleshooting
A desire to develop supervisory and leadership skills

Responsibilities

Provide excellent customer service to all customers (including students, staff, faculty, and the public)
Handle customer requests via phone, self-service (similar to email), and walk-in
Provide technical and functional customer support as per Support Center documented triage processes.
Perform account support
Process UNM Directory calls
Perform testing of new IT Services
Special projects, as assigned
Other duties, as assigned
Act as a 1st level expert in IT Services and Service Desk processes/guidelines
Perform 1st level tasks, work, and processing
Act as knowledge base expert for user and internal FAQs and other documentation
Perform special handling of unusual or difficult issues
Log current outages and issues on ITAlerts
Identify problems and opportunities for continuous improvement within the Service Desk
Act as key Subject Matter Expert contact for operational staff
Participate in support assessment of IT services
Coordinate smooth and efficient operations in the Service Desk
Other duties, as assigned