IT Support Tech 1

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 some periods of 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.

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, ServiceNow, 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.