Position Summary:

The UNM IT Service Desk is seeking technology-oriented individuals to provide customer service and support to UNM and UH faculty, staff, and students. Our agents are trained to assist customers with a wide variety of IT questions, issues and requests, including: email (LoboMail), myUNM, LoboWeb, NetIDs network connectivity, and cell phones. The UNM IT Service Desk is normally staffed M-F 7:30am-5:00pm; we extend our hours of operation during critical business cycles.This position will allow for up to 28 hours per week.

Duties and responsibilities include:

Provide excellent customer service to all customers (including students, staff, faculty, and the public)
Handle customer requests via phone, self-service (similar to email), and walk-in
Provide technical and functional customer support as per Support Center documented triage processes.
Perform account support
Process UNM Directory calls
Perform testing of new IT Services
Special projects, as assigned
Other duties, as assigned

Act as a 1st level expert in IT Services and Service Desk processes/guidelines
Perform 1st level tasks, work, and processing
Act as knowledge base expert for user and internal FAQs and other documentation
Perform special handling of unusual or difficult issues
Log current outages and issues on ITAlerts
Identify problems and opportunities for continuous improvement within the Service Desk

Act as key Subject Matter Expert contact for operational staff
Participate in support assessment of IT services
Coordinate smooth and efficient operations in the Service Desk
Other duties, as assigned

Enrolled in a degree seeking program at UNM, Enrolled at least half-time (6 hours) at UNM for fall and spring semesters (Audit hours do not count), and if Work Study, you must meet Satisfactory Academic Progress.

Minimum Qualifications:

Problem solving skills
Excellent communication skills
Excellent customer service skills
Openness to learning new skills and technologies
Ability to work both as a team member and independently on projects
Proficiency with multiple forms of communication
General familiarity with services supported by IT (email, network, etc)
General experience with standard hardware and software functions and troubleshooting
Ability to utilize available resources and information to resolve problems independently.

Technical desktop troubleshooting ability
General knowledge of UNM departments and organization
High level of expertise with Service Desk tools, resources, and processes

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.