IT Support Tech 1

IT Support Tech 1
Requisition ID
req31294
Working Title
IT Support Tech 1
Position Grade
09
Position Summary
The UNM Health and Health Sciences IT Group is looking for a full-time, experienced IT Support Tech 1 within the Technology Support group to provide support for the Health Sciences IT group. This position will provide frontline IT support to Health Sciences Center faculty, staff, and students on the UNM North Campus as well as those working remotely. This position works 100% on campus.
Under direct supervision, this position is primarily concerned with answering incoming calls via the HSC IT Service Desk phone lines from our offices on UNM North Campus. They will also provide in person customer support at the IT Service Desk, develop documentation of technology issues, troubleshooting and resolution of both Apple MacOS and Microsoft Windows hardware and software components, and assisting end users with their understanding of these components.
Additional tasks include Active Directory account management, workstation troubleshooting, diagnosis, hardware repair, workstation image deployment, encryption services, as well as limited software support. The ideal candidate for this position should have a strong customer service background, experience in workstation troubleshooting (both over phone and in person), utilizing IT ticketing software, the ability to manage and notate technical appointments and processes, and experience translating technical knowledge into end users training, as education of end users is needed daily.
The successful applicant will work closely with the other HSC IT departments in support of enterprise-wide shared services. All members of the HSC Technology Support unit must demonstrate a commitment to consistently providing responsive, high quality customer service to all customers.
See the Position Description for additional information.
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.

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 providing IT phone support and triage, as well as remote management tools
• Experience providing customer service
• Excellent interpersonal communication skills
• Experience with workstation imaging and encryption
• Experience with Microsoft and Apple operating systems
• Experience with IT service desk management applications
• Working Knowledge of ITIL structure

Additional Requirements
Campus
Health Sciences Center (HSC) - Albuquerque, NM
Department
HSC CIO Office (340B)
Employment Type
Staff
Staff Type
Regular - Full-Time
Term End Date
Status
Non-Exempt
Pay
Hourly: $18.09-$24.52
Benefits Eligible
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.
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.
Background Check Required
Yes
For Best Consideration Date
10/25/2024
Eligible for Remote Work
No
Eligible for Remote Work Statement
Position works 100% on campus.
Application Instructions
Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.
Please submit a Resume, Cover Letter and a COMPLETE UNMJobs application.
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 Refer to for a definition of Regular Staff.