IT Support Tech 2

Full-time - Entry Level

Onsite - Albuquerque, NM

Educational Services

About the position

The UNM Health Sciences IT (HHSIT) department is seeking to fill two IT Support Tech 2 positions. These roles are essential in providing comprehensive IT support to Health Sciences faculty and staff, both on campus and for those working remotely. The positions are strictly 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 position will focus on specific departments, particularly at the executive level. Candidates for these roles will be expected to perform advanced troubleshooting of PC hardware, as well as Microsoft Windows and Apple macOS operating systems and applications. Familiarity with common software products, including the Microsoft Office suite and Adobe Creative Cloud, is essential. The successful candidates will be responsible for resolving or escalating complex technical issues, acting as a point of escalation within a tiered IT support model. A strong customer service background is crucial, as the role involves 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 through 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 advanced troubleshooting capabilities, candidates should possess strong interpersonal and communication skills, with experience in translating technical knowledge into user-friendly documentation. This documentation will be utilized for training purposes, providing individual or group instruction to faculty, staff, and students for any services supported by HS TSS. Training may cover topics such as PC and Mac imaging, usage of the Cherwell ITSM tool, and advanced troubleshooting techniques. The candidates will also participate in supervised enterprise-scale project work at the workstation or client level and will be expected to perform miscellaneous job-related duties as assigned.

Responsibilities

• Provide IT support to Health Sciences faculty and staff on campus and remotely.
• Perform advanced troubleshooting of PC hardware and operating systems (Windows and macOS).
• Resolve or escalate complex technical issues as a point of escalation in a tiered IT support model.
• Perform desk-side technical fieldwork with a strong emphasis on customer service.
• Provide backup support for Tier 1 functions at the HSC IT Service Desk.
• Manage Active Directory accounts and perform workstation image deployment.
• Utilize ITSM ticketing systems for various IT-specific tasks.
• Translate technical knowledge into end user documentation for training purposes.
• Conduct training sessions for faculty, staff, and students on IT services and tools.
• Participate in supervised enterprise-scale project work at the workstation or client level.

Requirements

• High school diploma or GED.
• At least 2 years of experience directly related to the duties and responsibilities specified.
• Proficiency with Windows and macOS Operating Systems.
• Experience with advanced hardware and software troubleshooting.
• Experience with Microsoft Cloud services and client apps (OneDrive, Outlook, Office, etc.).
• Experience with Enterprise Workstation Management and Imaging systems (SCCM, InTune, Munki).
• Experience with Active Directory management tools.
• Experience with ITSM tools or ticketing systems based on ITIL.
• Experience and/or certification with ITIL.
• Strong customer service expertise.

Nice-to-haves

• Experience with Adobe Creative Cloud.
• Familiarity with translating technical documentation into user-friendly formats.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Educational benefits through tuition remission and dependent education programs
• Comprehensive benefits package.