CULLS Technical Analyst 2

University of New Mexico; Albuquerque (NM); On-site; USD 51,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Tuition remission

Dependent education programs

Job summary

University of New Mexico is seeking a full-time Technical Support Analyst 2 for the Library Information Technology Department, based on campus in Albuquerque, NM. The role focuses on hands-on IT and AV support, including conferencing systems, signage, and classroom setups, with occasional after-hours work.

The successful candidate will troubleshoot a broad range of hardware, software, and network issues, provide exceptional customer service, and produce end-user documentation.

Qualifications

• Bachelor's degree required; 1+ year of related experience preferred.
• Experience troubleshooting audiovisual components and managing AV equipment.
• Experience with Active Directory and systems management tools.
• Excellent customer service and ability to create end-user documentation.

Responsibilities

• Provide hands-on on-site IT and AV support to users across buildings.
• Support video conferencing, digital signage, classroom, and conference room AV systems.
• Troubleshoot hardware, software, networking, and peripheral issues; document solutions.
• Create clear end-user documentation and train users as needed.

Skills

AV troubleshooting

Active Directory

Desktop imaging

Software packaging

JAMF (Mac)

Cross-platform support

Documentation

Customer service

Education

Bachelor's degree

Tools

JAMF

System management tools

Imaging tools

Job description

The University of New Mexico's College of University Libraries & Learning Sciences (CULLS) is seeking a full-time Technical Support Analyst 2 to join the Library Information Technology Department. This is an on-campus position and requires the selected candidate to work on site.

The Library Information Technology Department supports enterprise-wide, mission-critical technologies that are essential to CULLS' teaching and learning mission. Responsibilities include supporting video conferencing systems, digital signage, classroom and conference room audio-visual technologies, and workstation management.

The position also requires the ability to physically transport and set up IT and AV equipment across the various buildings and facilities supported by the college. The successful candidate should be comfortable working in a hands-on environment and moving equipment as needed to support users and technology services.

The successful candidate will possess a strong combination of technical, communication, organizational, and problem-solving skills, along with experience providing technical support in an end-user environment. The ideal candidate will have strong knowledge of computer hardware and software, experience working with hardware and software vendors, and the ability to effectively troubleshoot and resolve a wide range of end-user technology issues.

The candidate should be comfortable using a variety of support tools and methods, including telephone, email, knowledge bases, and ticketing systems. Strong customer service and interpersonal skills are essential, as the position involves providing in-person technical assistance, user support, and training. The ability to create clear and effective end-user documentation is also important. While infrequent, the position may require occasional work outside of regular business hours, including evenings and weekends.

The University Environment

UNM is a Tier I Research Institution. To support UNM's campus constituents and colleagues, the College of University Libraries & Learning Sciences (CULLS) affirms its commitment to honor diversity, ensure fairness and access, and create an environment where all employees are treated respectfully.

CULLS Includes the Organization, Information and Learning Sciences (OILS) academic program, and the UNM Press. University Libraries is a member of the Association of Research Libraries, the Greater Western Library Alliance, and the New Mexico Consortium of Academic Libraries. University Libraries contains over 3 million volumes and includes three central campus libraries: Centennial Science & Engineering Library, Fine Arts & Design Library, and Zimmerman Library (humanities, social sciences, and education). A fourth facility, the South Campus Repository, serves as a long-term offsite repository for library collections.

Founded in 1889, the University of New Mexico sits on the traditional homelands of the Pueblo of Sandia. The original peoples of New Mexico - Pueblo, Navajo, and Apache - since time immemorial, have deep connections to the land and have made significant contributions to the broader community statewide. We honor the land itself and those who remain stewards of this land throughout the generations and acknowledge our committed relationship to Indigenous peoples. We gratefully recognize our history.

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.

Bachelor's degree; at least 1 year of progressively responsible experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution 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 troubleshooting audiovisual components.
2. Experience in an Active Directory environment.
3. Experience with general desktop support in a managed environment to include imaging, software packaging, and patching using system management tools.
4. Experience with managing Mac OS with JAMF.
5. Ability to support users and solve problems on desktop applications and web services across multiple platforms and devices.
6. Demonstrated ability to troubleshoot and resolve a broad range of hardware, software, networking, and peripheral technology issues while delivering exceptional customer service.
7. Familiarity with writing or creating technical documentation and presenting or communicating technical information to non-technical users.
8. Experienced working as part of a team and independently.
9. Strong interpersonal communication skills in person and over email or messaging services.

Campus: Main - Albuquerque, NM

Department: CULLS (107A)

Employment type: Staff

Staff type: Regular - Full-Time

Pay: Monthly: $4,277.87 - $6,009.47

• 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.

Background Check Required: Yes

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.

Eligible for Remote Work: No

For Best Consideration Date: 8/28/2026

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.