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

1. Serve as the initial point of contact for IT Service Desk inquiries, handling phone, self-service, and in-person support requests.
2. Assist in the resolution of complex issues and escalate concerns as necessary, ensuring efficient and timely solutions.
3. Participate in IT Service Desk projects aimed at enhancing support processes and improving service delivery.
4. Support the functionality and administration of IT Service Management (ITSM) tools, including user training and troubleshooting.
5. Collaborate with IT teams to ensure seamless coordination of IT services and provide expert support within the Service Desk.
6. 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.
7. Contribute to internal training efforts and assist with the creation of resources that enhance the effectiveness of the Service Desk.

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.

• Experience delivering exceptional customer service in a technical support or service desk environment.
  
• Experience with Incident Management and IT Service Management (ITSM) tools such as Cherwell, ServiceNow, or similar.
  
• Excellent written and verbal communication skills, including experience writing clear, user-friendly documentation.
  
• Experience collaborating with technical teams to resolve issues and improve service delivery.
  
• ITIL or HDI certification (or equivalent experience) preferred.
  
• Demonstrated ability to manage multiple priorities while maintaining accuracy and professionalism.

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.