What are the responsibilities and job description for the IT Support Tech 1 position at unm?
The College of Pharmacy (https://pharmacy.unm.edu ) is seeking a resourceful, dynamic, and experienced individual to join its team. Since 1945, the College of Pharmacy has been educating students as the only College of Pharmacy in the state of New Mexico. The College is a supportive environment that leads to lifelong connections and success through a 7:1 student-to-faculty ratio, cutting-edge curriculum, and personalized mentorship. We are 5th in the U.S. in NIH funding, empowering groundbreaking research in environmental toxicology (human exposure to heavy metals and microplastics) and Substance Use Disorder, producing innovators who drive change in healthcare research. The College of Pharmacy has graduated over 3,400 students and 81% of New Mexico’s pharmacist workforce are UNM College of Pharmacy alumni.
Nestled in the heart of UNM’s Health Sciences Campus, it is active in advancing pharmacy practice and clinical care at the state and national level. In joining the College of Pharmacy, you will be helping to achieve its mission to develop pharmacists, educators and scientists in an inclusive environment whose leadership, dedication and innovation improves the health of our communities. Your impact can be felt for generations in improving health outcomes for New Mexico’s diverse population.
Under supervision of the Technical Analyst 3, the IT Support Tech 1 will utilize technical knowledge to support IT initiatives and provide first-level technical information systems support to the College of Pharmacy and its departments. This position may be involved in special projects that support the mission of the College of Pharmacy.
Duties and Responsibilities:
1. Technical Support and Maintenance
- Deliver Level 1 technical support to over 450 College of Pharmacy faculty, staff, students, and affiliates across 11 buildings and remote locations.
- Troubleshoot and support College-provided software, hardware, servers, and network systems across multiple platforms (Windows, macOS, Linux, iOS, Android).
- Perform routine maintenance, in-place upgrades, and issue resolution for classroom technology, lab computers, conference rooms, and public computing spaces.
- Support website content updates, workstation imaging, poster printing, and provide assistance through in-person visits, remote tools, or phone support.
- Provide technical support for events, meetings, and conferences hosted by the College.
- Accurately log work in Cherwell.
2. User Training and Documentation
- Deliver one-on-one instruction and informal training sessions on supported technologies.
- Maintain user documentation, contribute to internal knowledge bases, and ensure detailed logging of all service activity for compliance and reporting.
- Assist with procurement workflows by preparing quotes, collecting necessary documentation, and managing IT equipment carts for staff purchasing.
3. Inventory Management
- Support the management of IT inventory and surplus, and ensure equipment is tracked in compliance with UNM policies.
- Assist with equipment checkouts and returns following established UNM protocols.
4. Application Maintenance and Security
- Resolve support issues through scripting and automation, including the creation of basic scripts and driver packages.
- Use the College’s vulnerability management tools to assess and remediate system vulnerabilities in coordination with security policies.
- Perform additional technical and administrative duties as assigned in support of College IT operations.
Required Competencies
- Familiarity with a wide range of software including (but not limited to): Active Directory, Cherwell, SCCM, SailPoint, InTune, Identity Management Systems, cPanel, Cascade Server, DNN CMS, SQL Server, PioneerRX, ToxiCALL®, HigherGround, Micromedex, Splunk, Vulnerability Management Systems, EDRs, DeepFreeze, ExamSoft, iClicker Cloud, PollEverywhere, Axis, OBS, AppTree, Office, Creative Cloud, and Microsoft Office.
- Familiarity with equipment including (but not limited to): Crestron, Surface Hub, Dell computers, PowerEdge servers, Cisco ASA, Meraki, NEC phones.