What are the responsibilities and job description for the IT Support Tech 1 position at unm?
The UNM IT Service Desk plays a vital role in providing high-quality customer service and support to the University of New Mexico community, including students, staff, faculty, retirees, and affiliates. This entry-level position is designed for individuals looking to start their career in IT support, with a primary focus on phone-based assistance and self-service support.
UNM IT is a critical area that maintains operations during some periods of University closures such as winter break, inclement weather days, and other unexpected closures.
Key Responsibilities
- Serve as the initial point of contact for IT Service Desk inquiries, handling phone, self-service, and in-person support requests.
- Assist in the resolution of complex issues and escalate concerns as necessary, ensuring efficient and timely solutions.
- Participate in IT Service Desk projects aimed at enhancing support processes and improving service delivery.
- Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
- Collaborate with IT teams to ensure seamless coordination of IT services and provide expert support within the Service Desk.
- Work as part of a team of Subject Matter Experts (SMEs) responsible for Tier 2 support, including advanced troubleshooting, customer support testing, and knowledge development.
- Contribute to internal training efforts and assist with the creation of resources that enhance the effectiveness of the Service Desk.