IT Support Tech 1

University of New Mexico; Albuquerque (NM); On-site; USD 26,174 - 34,440; Full time

Job summary

The University of New Mexico is seeking an entry-level IT Service Desk staff member based in Albuquerque. The role focuses on phone-based assistance and self-service support to the UNM community. You will serve as the first point of contact, escalate issues as needed, and support ITSM tools while collaborating with Tier 2 SMEs.

Regular training and documentation contributions are part of the job. Employment is full-time, non-exempt, with hourly pay of 19.00 to 24.77 USD, and a benefits package

Qualifications

• High school diploma or GED; at least 6 months of related experience.
• Higher education and/or related experience may be interchangeable year-for-year.

Responsibilities

• Serve as the initial contact for IT Service Desk inquiries via phone, self-service, and in-person support.
• Assist in resolving complex issues and escalate as necessary for timely solutions.
• Participate in IT Service Desk projects to enhance support processes and service delivery.

Skills

Customer service

Phone support

Documentation

Team collaboration

IT literacy

Education

High school diploma or GED

Tools

Cherwell

ServiceNow

Job description

The UNM IT Service Desk plays a vital role in providing high-quality customer service and support to the University of New Mexico community. 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.

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.

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.

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.

Campus: Main - Albuquerque, NM

Department: IT Customer Service (319A)

Employment Type: Staff, Regular - Full-Time, Non-Exempt

Pay: Hourly: $19.00 - $24.77

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.

Equal Opportunity Employment

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 to 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.