The UNM IT Service Desk plays a crucial role in providing technical assistance and support to various members of the university community, including students, staff, faculty, retirees, and affiliates. As an entry-level staff position, the primary responsibilities revolve around offering customer service and support through phone and self-service channels. This includes addressing inquiries, troubleshooting technical issues, and guiding users through utilizing UNM IT services effectively.

Key duties for this role may include:

• Answering incoming calls and responding to emails or tickets promptly.
• Providing timely and accurate technical support to users experiencing IT-related problems.
• Assisting users with accessing and utilizing UNM IT services
• Troubleshooting hardware and software issues, escalating complex problems to higher-level support personnel when necessary.
• Documenting and tracking support requests and resolutions in a ticketing system.
• Guiding users through self-service options and resources for common IT tasks and issues.
• Collaborating with other IT staff to resolve systemic issues and improve service delivery.
• Participating in ongoing training and professional development to stay updated on UNM IT services and technologies.

Effective communication skills, patience, and a customer-centric approach are essential for success in this role. Additionally, a basic understanding of IT concepts and willingness to learn and adapt to new technologies are important attributes. This position serves as the first point of contact for IT support, making it crucial to provide excellent customer service while efficiently resolving technical issues to support the UNM community in achieving their academic and professional goals.

See the Position Description for additional information.

• 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.

1. Experience in providing excellent customer service and support

2. Excellent communication and interpersonal skills

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.

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.