IT Support Tech

Overview

The UNM IT Service Desk plays a vital role in providing high-quality customer service and support to the University of New Mexico community, including students, staff, faculty, retirees, and affiliates. This entry-level position is designed for individuals looking to start their career in IT support, with a primary focus on phone-based assistance and self-service support. UNM IT is a critical area that maintains operations during university closures such as winter break, inclement weather days, and other unexpected closures.

• Serve as the initial point of contact for IT Service Desk inquiries, handling phone, self-service, and in-person support requests.
• Assist in the resolution of complex issues and escalate concerns as necessary, ensuring efficient and timely solutions.
• Participate in IT Service Desk projects aimed at enhancing support processes and improving service delivery.
• Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
• Collaborate with IT teams to ensure seamless coordination of IT services and provide expert support within the Service Desk.
• Work as part of a team of Subject Matter Experts (SMEs) responsible for Tier 2 support, including advanced troubleshooting, customer support testing, and knowledge development.
• Contribute to internal training efforts and assist with the creation of resources that enhance the effectiveness of the Service Desk.

• 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.

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.

• Experience delivering exceptional customer service in a technical support or service desk environment.
• Experience with Incident Management and IT Service Management (ITSM) tools such as Cherwell, Service Now, or similar.
• Excellent written and verbal communication skills, including experience writing clear, user-friendly documentation.
• Experience collaborating with technical teams to resolve issues and improve service delivery.
• ITIL or HDI certification (or equivalent experience) preferred.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and professionalism.

Applications need to include a complete professional work history with dates and hours worked.

Main - Albuquerque, NM

IT Customer Service (319A)

Staff

Regular - Full-Time

Non-Exempt

Hourly: $18.81 - $24.52

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 more information.

The University of New Mexico is an Equal Opportunity Employer. Regular staff positions require a pre-employment background check as part of the hiring process. See UNM policies for details.

Eligible for Remote Work:
Yes. This position is open to hybrid remote work, allowing an employee to work part-time at an alternate location other than a UNM worksite.

Only applications submitted through the official UNMJobs site will be accepted. If viewing this job advertisement on a 3rd party site, visit UNMJobs to submit an application. Include Resume/UNMJobs application and Cover Letter. Applicants submitting incomplete packages may not be considered for interview. Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for details.