IT Support Tech 1

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Requisition ID req35707 Working Title IT Support Tech 1 position Grade 09 Position Summary

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.

Key Responsibilities

1. Serve as the initial point of contact for IT Service Desk inquiries, handling phone, self-service, and in-person support requests.
2. Assist in the resolution of complex issues and escalate concerns as necessary, ensuring efficient and timely solutions.
3. Participate in IT Service Desk projects aimed at enhancing support processes and improving service delivery.
4. Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
5. Collaborate with IT teams to ensure seamless coordination of IT services and provide expert support within the Service Desk.
6. 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.
7. Contribute to internal training efforts and assist with the creation of resources that enhance the effectiveness of the Service Desk.

See the Position Description for additional information.

Conditions of Employment

• 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.

Minimum Qualifications

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.

Preferred Qualifications

• 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.

Additional Requirements Applications need to include a complete professional work history with dates and hours worked. Campus Main – Albuquerque, NM Department IT Customer Service (319A) Employment Type Staff Staff Type Regular – Full-Time Term End Date Status Non-Exempt Pay Hourly: $18.81 – $24.52 Benefits Eligible 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 a more information. ERB Statement As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid. Background Check Required Yes For Best Consideration Date 2/25/2026 Eligible for Remote Work Yes Eligible for Remote Work Statement This position is open to hybrid remote work, an arrangement that allows an employee to work on a part-time basis at an alternate location other than a UNM worksite. Application Instructions

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.

Include Resume/UNMJobs application and Cover Letter. Applicants submitting incomplete application 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 additional details.

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.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.