Student User Support Consultant

Requisition : req
35131

Working Title: Student User Support Consultant

Pay: $16.00 Hourly

Campus: Main - Albuquerque, NM

Department: IT Customer Service (319A)

Employment Type: Student Employment

Status: Non-Exempt

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 (Lobo Mail), myUNM, Lobo Web, NetIDs, network connectivity, and cell phones. The UNMIT 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 10-15 hours per week.

• 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

• 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

• 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.

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.

ALL APPLICANTS MUST INCLUDE RESUME & COVER LETTER

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.