IT Support Tech 1
University of New Mexico
Albuquerque, NM, USA
Published yesterday
Full time
$19 - $25 per hour
IT Support Tech 1
Requisition ID
req36783
Working Title
IT Support Tech 1
Position Grade
09
Position Summary
The UNM IT Service Deskplays a vital role in providing high-quality customer service and support tothe University of New Mexico community, including students, staff, faculty,retirees, and affiliates. This entry-level position is designed for individualslooking to start their career in IT support, with a primary focus onphone-based assistance and self-service support.
UNM IT is a criticalarea that maintains operations during some periods of University closures suchas winter break, inclement weather days, and other unexpected closures.
Key Responsibilities
See the Position Description for additional information.
Conditions of Employment
Minimum Qualifications
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.
Preferred Qualifications
Additional Requirements
Applications need to include a complete professional work history with dates and hours worked.
Campus
Main - Albuquerque, NM
Department
IT Customer Service (319A)
Employment Type
Staff
Staff Type
Term - Full-Time
Term End Date
4 months from date of hire
Status
Non-Exempt
Pay
Hourly: $18.81-$24.52
Benefits Eligible
This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB Statement
As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.
Background Check Required
Yes
For Best Consideration Date
Eligible for Remote Work
Yes
Eligible for Remote Work Statement
After a period, the new employee may be eligible for a telecommuting/hybrid remote work arrangement under the discretion of their supervisor, business needs, and successful completion of training.
Application Instructions
Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.
Include Resume and Cover Letter.
Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.
The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.
Requisition ID
req36783
Working Title
IT Support Tech 1
Position Grade
09
Position Summary
The UNM IT Service Deskplays a vital role in providing high-quality customer service and support tothe University of New Mexico community, including students, staff, faculty,retirees, and affiliates. This entry-level position is designed for individualslooking to start their career in IT support, with a primary focus onphone-based assistance and self-service support.
UNM IT is a criticalarea that maintains operations during some periods of University closures suchas winter break, inclement weather days, and other unexpected closures.
Key Responsibilities
- Serve as the initialpoint of contact for IT Service Desk inquiries, handling phone, self-service,and in-person support requests.
- Assist in theresolution of complex issues and escalate concerns as necessary, ensuringefficient and timely solutions.
- Participate in ITService Desk projects aimed at enhancing support processes and improvingservice delivery.
- Support thefunctionality and administration of IT Service Management (ITSM) tools,including user training and troubleshooting.
- Collaborate with ITteams to ensure seamless coordination of IT services and provide expert supportwithin the Service Desk.
- Work as part of ateam of Subject Matter Experts (SMEs) responsible for Tier 2 support, includingadvanced troubleshooting, customer support testing, and knowledge development.
- Contribute tointernal training efforts and assist with the creation of resources thatenhance the effectiveness of the Service Desk.
See the Position Description for additional information.
Conditions of Employment
- Specialty licensure/certification may be required, as specified by the department.
- Successful candidate may be subject to a criminal background check prior to starting work.
Minimum Qualifications
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.
Preferred Qualifications
- Experience deliveringexceptional customer service in a technical support or service deskenvironment.
- Experience withIncident Management and IT Service Management (ITSM) tools such as Cherwell,ServiceNow, or similar.
- Excellent writtenand verbal communication skills, including experience writing clear,user-friendly documentation.
- Experiencecollaborating with technical teams to resolve issues and improve servicedelivery.
- ITIL or HDIcertification (or equivalent experience) preferred.
- Demonstrated abilityto manage multiple priorities while maintaining accuracy and professionalism.
Additional Requirements
Applications need to include a complete professional work history with dates and hours worked.
Campus
Main - Albuquerque, NM
Department
IT Customer Service (319A)
Employment Type
Staff
Staff Type
Term - Full-Time
Term End Date
4 months from date of hire
Status
Non-Exempt
Pay
Hourly: $18.81-$24.52
Benefits Eligible
This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB Statement
As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.
Background Check Required
Yes
For Best Consideration Date
Eligible for Remote Work
Yes
Eligible for Remote Work Statement
After a period, the new employee may be eligible for a telecommuting/hybrid remote work arrangement under the discretion of their supervisor, business needs, and successful completion of training.
Application Instructions
Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.
Include Resume and Cover Letter.
Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.
The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.
Salary range
- $19 - $25 per hour