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. Key Responsibilities: 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.