Job Description

IT Support Tech 1

Requisition IDreq7035
Working TitleIT Support Tech 1
Position Grade09
Position Summary

The UNM Health Sciences Center Chief Information Office is looking for an IT Support
Tech 1 (ITST1) to provide front line, tier 1 IT support to the HSC community in
the HSC Technology Support unit. Technology Support provides primary IT support for the education and research operations at the Health Sciences Center (HSC).

Under direct supervision, the ITST1 will provide phone support and triage of customer IT
requests and incidents for faculty, staff and students of the education and research components of the HSC. Their primary duties include phone and walk-in support, workstation imaging and encryption, and some account management. The incumbent
should have prior phone support and customer service experience, and possess
excellent interpersonal communications skills. They should have a proficient understanding of Microsoft and Apple operating systems and configurations. The incumbent should have knowledge and experience utilizing an IT service desk management application. ITIL Foundations familiarity is a plus.

The successful applicant will work closely with the other HSC IT departments in
support of enterprise-wide shared services. All members of the HSC Technology Support unit must demonstrate a commitment to consistently providing responsive, high
quality customer service to all customers.

The UNM HSC has earned a national and international reputation for its integrated education, patient care, research, and partnership initiatives which address the unique healthcare needs of New Mexico's urban and rural populations (http://hsc.unm.edu).

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 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.

Preferred Qualifications

Preferred qualifications:

  • Experience providing IT phone support and triage
  • Experience with customer service work
  • Excellent interpersonal communication skills
  • Experience with workstation imaging and encryption
  • Experience with Microsoft and Apple operating systems
  • Experience with IT service desk management applications
  • Knowledge of ITIL Foundations
Additional Requirements
CampusHealth Sciences Center (HSC) - Albuquerque, NM
DepartmentHSC CIO Office (340B)
Employment TypeStaff
Staff TypeRegular - Full-Time
Term End Date
StatusNon-Exempt
Pay12.38-15.62 Per Hour
Benefits EligibleThis 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 StatementTemporary and on-call employees working an appointment percentage of 26 (.26 FTE) or greater, per quarter, will be eligible to earn retirement service credits and thus are required to make New Mexico Educational Retirement Board (NMERB) contributions. More information pertaining to your FTE and NMERB contributions can be reviewed on the NMERB Guidelines Clarified webpage.
Background Check RequiredNo
For Best Consideration Date11/16/2018
Application InstructionsPlease provide:* Resume,* Cover letter,* Complete UNM 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.

Application Instructions

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