University of New Mexico - Albuquerque, NM
posted 4 months ago
The UNM Health Sciences IT (HHSIT) department is seeking to fill two IT Support Tech 2 positions. These roles are essential for providing IT support to Health Sciences faculty and staff, both on campus and for those working remotely. The positions are 100% in-person, emphasizing the need for strong technical, communication, and organizational skills, with a particular focus on delivering excellent customer service. The first position will be part of the field tech support team, catering to general health sciences users, while the second will focus on specific departments with an executive-level emphasis. Candidates for these positions should be adept at advanced troubleshooting of PC hardware, Microsoft Windows, and Apple macOS operating systems and applications. Familiarity with common software products, such as the Microsoft Office suite and Adobe Creative Cloud, is also required. The role involves resolving or escalating complex technical issues, acting as a point of escalation in a tiered IT support model. A strong customer service background is crucial, as the role includes desk-side technical fieldwork. Additionally, candidates may provide backup support for Tier 1 functions at the HSC IT Service Desk, which includes documented and non-documented workstation troubleshooting via phone, in person, or remote assistance tools, Active Directory account management, workstation image deployment, encryption services, and limited software support, among other IT-specific tasks submitted through the ITSM ticketing system. In addition to technical skills, candidates should possess strong interpersonal and communication abilities, with experience in translating technical knowledge into user-friendly documentation. This documentation may be utilized in training sessions for faculty, staff, and students, covering topics such as PC and Mac imaging, usage of the Cherwell ITSM tool, and advanced troubleshooting techniques. The selected candidates will also participate in supervised enterprise-scale project work at the workstation or client level and perform miscellaneous job-related duties as assigned.