The University of New Mexico

Position Summary

The UNM IT Service Desk is the first point of contact for students, faculty, staff, retirees, and affiliates seeking support for UNM IT services. We are seeking a customer-focused, detail-oriented IT Support Technician 2 to join our team. This position plays a critical role in delivering high-quality service, resolving complex issues, and leading initiatives related to mobile device management.

This role serves as both a Tier 2 technical resource and a lead for mobile device operations, ensuring service quality, consistency, and customer satisfaction. The ideal candidate thrives in a fast-paced support environment, demonstrates strong technical acumen, and has a passion for helping people solve problems through technology.

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. Tier 2 Technical Support and Service Desk Operations

• Act as a primary escalation point for complex technical issues within the Service Desk.
• Provide advanced troubleshooting and resolution across a range of desktop, web, and mobile platforms.
• Assist in mentoring and guiding Tier 1 technicians to ensure quality and consistency in customer support.
• Maintain a strong customer service focus in every interaction, ensuring timely and professional communication.

2. Mobile Device Program

Assist the Service Desk lead for university-owned mobile device management, including:

• Intake and processing of requests
• Ordering and billing coordination
• Device setup, deployment, and troubleshooting
• Vendor communication and account management

Ensure accuracy, organization, and attention to detail in all mobile program activities.

3. Service Desk Planning and Process Improvement

• Participate in Service Desk operational planning and continuous improvement efforts.
• Recommend and help implement methods and procedures to enhance efficiency and service quality.
• Support ITSM tools and processes, including user training, documentation, and analysis of incident trends.

4. Knowledge and Collaboration

• Contribute to internal training and knowledge base development.
• Collaborate with technical teams across UNM IT to coordinate support and communicate effectively on shared services.

See the Position Description for additional information.

Conditions of Employment

• 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.

Minimum Qualifications

High school diploma or GED; at least 2 years 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.

Preferred Qualifications

1. Experience delivering exceptional customer service in a technical support or service desk environment.
2. Demonstrated attention to detail, particularly in asset, billing, or mobile device management.
3. Experience with Incident Management and IT Service Management (ITSM) tools such as Cherwell, ServiceNow, or similar.
4. Strong troubleshooting skills across desktop, web, and mobile platforms (Windows, macOS, iOS, Android).
5. Excellent written and verbal communication skills, including experience writing clear, user-friendly documentation.
6. Experience collaborating with technical teams to resolve issues and improve service delivery.
7. ITIL or HDI certification (or equivalent experience) preferred.
8. Demonstrated ability to manage multiple priorities while maintaining accuracy and professionalism.

Pay Hourly: $19.56 - $26.58 Benefits Eligible This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information. ERB Statement As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid. Application Instructions

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.

Include Resume/UNMJobs application and Cover Letter. Applicants submitting incomplete application packages may not be considered for interview.

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.