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# IT Support Tech 1

- **Company:** The University of New Mexico
- **Location:** Albuquerque, NM, United States (Remote available)
- **Salary:** $39,520.0 - $51,522.0
- **Contract:** Permanent contract
- **Skills:** Information Technology, Servicenow
- **Published:** July 16, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17609021?backUrl=%2Fcareer%2F17609021%2FIt-Support-Tech-1-New-Mexico-Albuquerque

## About the Role

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.

## Description

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.


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