IT Support Tech 1 job in Albuquerque

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., 1. Serve as the initialpoint of contact for IT Service Desk inquiries, handling phone, self-service,and in-person support requests.

2. Assist in theresolution of complex issues and escalate concerns as necessary, ensuringefficient and timely solutions.
3. Participate in ITService Desk projects aimed at enhancing support processes and improvingservice delivery.
4. Support thefunctionality and administration of IT Service Management (ITSM) tools,including user training and troubleshooting.
5. Collaborate with ITteams to ensure seamless coordination of IT services and provide expert supportwithin the Service Desk.
6. Work as part of ateam of Subject Matter Experts (SMEs) responsible for Tier 2 support, includingadvanced troubleshooting, customer support testing, and knowledge development.
7. Contribute tointernal training efforts and assist with the creation of resources thatenhance the effectiveness of the Service Desk., 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.

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 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.