IT Support Tech 2 Apply
IT Support Tech 2 Requisition ID req30321 Working Title IT Support Tech 2 Position Grade 10 Position Summary The UNM Health Sciences IT (HHSIT) department is looking to fill 2 IT Support Tech 2 positions. These positions will provide IT support to Health Sciences faculty and staff on campus as well as those working remotely. Both positions are 100% in-person and will require strong technical, communication, and organizational skills with an emphasis on excellent customer service. The first position will serve as part of the field tech support team for general health sciences users, while the second position will have a focus on specific departments with an executive level focus. The ideal candidates will be capable of performing advanced troubleshooting of PC hardware, Microsoft Windows and Apple macOS operating systems and applications, and should have familiarity with common software products such as the Microsoft Office suite and Adobe Creative Cloud. The candidates are expected to resolve or escalate technical issues of a complex nature as they will be a point of escalation in a tiered IT support model and should have a strong customer service background as they will perform desk-side technical field work. They may also provide backup support for any Tier 1 (HSC IT Service Desk) functions as assigned including, but not limited to: Documented and non-documented workstation troubleshooting (over phone, in person, or via remote assistance tools), Active Directory account management, workstation Image deployment, encryption services, limited software support, and various other IT-specific tasks as submitted via the ITSM ticketing system. In addition to advanced troubleshooting capabilities, the candidates should have strong interpersonal and communication skills and experience translating technical knowledge into end user documentation. This documentation may be used in training to provide individual and/or group instruction to faculty, staff, and/or students per any Service supported by HS TSS. This training can include PC and Mac Imaging, usage of the Cherwell ITSM (IT Service Management) tool, and advanced troubleshooting tools. The candidates for this position will participate in supervised enterprise-scale project work on the workstation or client level and perform miscellaneous job-related duties as assigned. 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 Preferred Qualifications: Proficiency with Windows and macOS Operating Systems Experience with advanced hardware and software troubleshooting Experience with Microsoft Cloud services and client apps (OneDrive,Outlook, Office, etc.) Experience with Enterprise Workstation Management and Imaging systems(SCCM, InTune, Munki) Experience with Active Directory management tools Experience with ITSM tools or ticketing systems based on ITIL Experience and/or certification with ITIL Customer service expertise Additional Requirements Campus Health Sciences Center (HSC) - Albuquerque, NM Department HSC CIO Office (340B) Employment Type Staff Staff Type Regular - Full-Time Term End Date Status Non-Exempt Pay Hourly: $18.81- $26.93 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. Background Check Required Yes For Best Consideration Date 8/9/2024 Eligible for Remote Work No Eligible for Remote Work Statement Position is 100% on campus daily. 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. Please submit Resume, Cover Letter and 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. 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 Refer to for a definition of Regular Staff.
