Technical Support Technician

NMSU; Las Cruces (NM); On-site; USD 22,000 - 25,000; Full time

Job summary

New Mexico State University is seeking a Technical Support Technician to serve as the front door to IT, assisting faculty, staff, and students with hardware, software, and connectivity issues. You will image and deploy Windows and Mac workstations, manage devices, and maintain documentation within our ticketing system.

Working under guidance from senior staff, you will follow IT security standards, participate in training, and help ensure reliable enterprise IT services across campus.

Qualifications

• High School diploma or higher; 1 year relevant IT experience preferred.
• ITIL preferred; familiarity with IT service standards is a plus.
• Evidence of solid customer service and clear communication.

Responsibilities

• Provide first-line technical support to faculty, staff, and students.
• Troubleshoot hardware, software, and connectivity issues in a distributed IT environment.
• Image and deploy Windows and Mac workstations and peripherals.
• Document incidents and service requests in the ticketing system with clear, actionable notes.
• Assist with setup, deployment, and inventory tracking of devices and equipment.
• Escalate complex issues to senior technicians or central IT teams.
• Contribute to ongoing process improvements and training to improve service quality.

Skills

Windows troubleshooting

Mac troubleshooting

Customer service

Hardware support

Software support

Education

High School diploma + 1 year relevant experience

Tools

Ticketing system

Job description

Department Contact: Greg Raftery, 575-646-4185, [e-mail]
Internal or External Search: External - Open to all applicants
Advertising Summary: As a Technical Support Technician with NMSU IT, you will part of our team as “the front door to IT” and will be the first friendly face behind the fix - troubleshooting hardware, software, and connectivity issues for faculty and staff across campus. Working alongside experienced technicians, you'll install and configure Windows and Mac workstations and peripherals, resolve incidents and service requests through our ticketing system, image and deploy devices, and help maintain accurate documentation and asset records. You'll follow established IT security and support standards while building hands‑on expertise in enterprise tools and practices. We're looking for someone curious, dependable, and genuinely good with people - someone who listens well, communicates clearly, and takes satisfaction in solving problems.

***Must be authorized to work in the United States. Visa sponsorship is not available for this position.***

***Individuals who have completed college or university course work at an institution in a country other than the United States must obtain a complete evaluation of foreign transcripts, degrees, and the translation of other relevant employment documents prior to being offered employment at New Mexico State University. A foreign transcript evaluation is required any time foreign course work is used to meet an employment related credential requirement. An evaluation is required even if the foreign course work has been accepted by a college or university in the United States.***

Position Details

PositionTitle: Technical Support Technician

College/Division: Information Technology

Department: 450222-IT INSTRUCTION & RESEARCH SUPPORT

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate: $16.83

Appointment Full-time Equivalency: 1.0

FLSA Status:Non-Exempt

Bargaining Unit Announcement: This is a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Contingent Upon Funding:Not Applicable

Standard Work Schedule:Standard (M-F, 8-5)

If Not a Standard Work Schedule:

Job Duties and Responsibilities

This position provides technical support within a distributed IT environment, operating under the direction of senior staff and in alignment with central IT standards. As a member of the end-user support team, the position contributes to the delivery of reliable, customer‑centered IT services by assisting faculty, staff, and students with basic hardware, software, and access issues. The role acts as a first line of response for routine support needs and helps maintain the daily operational stability of instructional and administrative technology environments. The position assists with the setup, deployment, and inventory tracking of desktop computers, printers, and related equipment. It follows established procedures and university‑approved standards for service delivery, documentation, and security practices. Support activities are tracked through the institution’s ticketing system, with an emphasis on clear documentation, adherence to service‑level expectations, and escalation of unresolved or complex issues to senior technicians or central IT teams. In addition to direct technical support, the position contributes to equipment maintenance, troubleshooting, and user support during technology transitions, such as office moves or system upgrades. It also supports continuous improvement by identifying recurring problems, suggesting workflow enhancements, and participating in training sessions designed to build technical knowledge and improve service quality. Through dependable support and a focus on user experience, this position helps uphold the effectiveness of the university’s enterprise IT environment.

Qualifications

Required Education and Experience: High School diploma + 1 years of relevant experience, or higher degree.

Equivalent Qualifications:

Preferred Qualifications: ITIL Preferred

Special Certification/Licensure:

Working Conditions and Physical Effort

Environment: Work is normally performed indoors.

Physical Effort: Light physical effort. Effort applies to no more than two (2) hours per day.

Lifting Requirements: Requires handling of average‑weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.