IT Support Tech 1

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

IT Support Tech 1

Position Summary

The UNM IT ServiceDesk 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 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 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.

Minimum Qualifications

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.

Preferred Qualifications

• 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, including experience writing clear, user‑friendly documentation.
• Experience collaborating with technical teams to resolve issues and improve service delivery. ITIL or HDI certification (or equivalent experience) preferred.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and professionalism.

Additional Requirements

Applications need to include a complete professional work history with dates and hours worked.

Conditions of Employment

• 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.

Benefits

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. For more information, see the Benefits home page.

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.

Equal Opportunity Employer

The University of New Mexico is 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.

Background Check

All regular staff positions require a pre‑employment background check, which may include a criminal history 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.

Location

Main - Albuquerque, NM