The UNM IT Service Desk provides customer service and support to students, staff, faculty, retirees, and affiliates on all UNM IT Services. This position is an entry-level staff position that will primarily focus on phone and self-service support.

The successful candidate should possess the following characteristics:

- great communication and customer service skills, both verbal and written
- ability to work in a team environment and independently to solve problems and gain/share knowledge.
- proficient with technical troubleshooting
- good note taking and documentation skills
- diagnostic skills for technical issues
- ability to break problems down and use a logical process of elimination

See the Position Description for additional information.

• 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.

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.

• ITIL experience and/or certification
• Help Desk Institute (HDI) certification and experience
• Experience with Incident Management and/or ITSM tools
• Ability to support users and solve problems on desktop applications and web services across multiple platforms and devices

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.

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 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.