Entry-Level IT Service Desk Technician

The University of New Mexico; Albuquerque (NM); On-site; USD 37,000 - 48,000; Full time

Job summary

The University of New Mexico (UNM) IT ServiceDesk is seeking an IT Support Tech 1 to provide phone-based and in-person support to students, staff, faculty, and affiliates. This entry‑level role focuses on customer service and self-service assistance, supporting operations during university closures.

You will join a collaborative team of SMEs, assist with ITSM tools such as Cherwell or ServiceNow, and contribute to training materials and process improvements.

Qualifications

• High school diploma or GED; at least 6 months of related experience.
• 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.
• Experience collaborating with technical teams to resolve issues and improve service delivery. ITIL or HDI certification (or equivalent experience) preferred.

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 elevate 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 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 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.

Skills

Customer service

Communication

Team collaboration

Incident management

Education

High school diploma or GED

ITIL or HDI certification (or equivalent experience)

Tools

Cherwell

ServiceNow

Job description

The University of New Mexico (UNM) IT ServiceDesk is seeking an IT Support Tech 1 to provide phone-based and in-person support to students, staff, faculty, and affiliates. This entry‑level role focuses on customer service and self-service assistance, supporting operations during university closures.

You will join a collaborative team of SMEs, assist with ITSM tools such as Cherwell or ServiceNow, and contribute to training materials and process improvements.