IT Support Tech 1 in Albuquerque, New Mexico at University of New Mexico

IT Support Tech 1
Requisition ID req37259
Working Title IT Support Tech 1
Position Grade 09
Position Summary

The UNM IT ServiceDesk plays a vital role in providing high-quality customer service and supportto the University of New Mexico community, including students, staff, faculty,retirees, and affiliates. Thisentry-level position is designed for individuals looking to start their careerin IT support, with a primary focus on phone-based assistance and self-servicesupport.

UNM IT is a criticalarea that maintains operations during some periods of University closures suchas winter break, inclement weather days, and other unexpected closures.

Key Responsibilities:

• Serve as theinitial point of contact for IT Service Desk inquiries, handling phone,self-service, and in-person support requests.
• Assist in theresolution of complex issues and escalate concerns as necessary, ensuringefficient and timely solutions.
  
• Participate in ITService Desk projects aimed at enhancing support processes and improvingservice delivery.
• Support thefunctionality and administration of IT Service Management (ITSM) tools,including user training and troubleshooting.
• Collaborate with ITteams to ensure seamless coordination of IT services and provide expert supportwithin the Service Desk.
• Work as part of ateam of Subject Matter Experts (SMEs) responsible for Tier 2 support, includingadvanced troubleshooting, customer support testing, and knowledge development.
  
• Contribute tointernal training efforts and assist with the creation of resources thatenhance the effectiveness of the Service Desk.

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 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.
Campus Main - Albuquerque, NM
Department IT Customer Service (319A)
Employment Type Staff
Staff Type Regular - Full-Time
Term End Date
Status Non-Exempt
Pay Hourly: 19.00 - $24.77
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 7/30/2026
Eligible for Hiring Incentive
Eligible for Remote Work Yes
Eligible for Remote Work Statement This position is open to hybrid remote work, an arrangement that allows an employee to work on a part-time basis at an alternate location other than a UNM worksite.
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.

Include Resume and Cover Letter. Applicants submitting incomplete application packages may not be considered for interview.

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 decisionswithout regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or anyother 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 https://policy.unm.edu/university-policies/3000/3280.html . Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.