IT Support Tech 2 - req# 14282

Campus Outreach and Engagement is seeking an IT Support Tech 2 to be an essential field support technician capable of performing workstation and mobile device support, inventory tasks and performing basic application support. Consistent with UNMs tiered support model, the position fields ISS-specific service requests presented at the support desk and through UNMs Customer Support Systems such as TMA and Help.UNM/Cherwell.

The Support Technician is an area-specific field agent and is expected to resolve or escalate a range of requests for a number of departments including but not limited to Planning, Design and Construction and Facilities Management. This position will also play an integral role in spearheading increased adoption of Cherwell as a service request management tool.

The successful applicant will have experience working with a range of client technologies as well as a thorough understanding of IT service management principals and exceptional communication skills. They will also have expertise managing area-specific applications and device inventory best practices and solutions.

Primary Duties and Responsibilities

- Provide application support for various applications such as TMA, Space Management system and Capital Project Management system

- Provide area-specific field support for range of devices used throughout ISS Facilities units including but not limited to: mobile devices e.g. tablets (iPads), Windows/Macintosh laptops and desktops.

- Provide training on how to use specialized mobile devices e.g. iPad tablets to use a range of facilities management software solutions used throughout ISS facilities departments such as Facilities Management, Planning Design and Construction and others.

- Manage laptops and desktop computers with specialized applications for distribution throughout ISS and assist with deployment and customer orientation.

- Coordinate annual technology inventory for ISS facilities departments as appropriate.

- Coordinate initiatives associated with increased use of UNM customer support management tools such as TMA and Help.UNM/Cherwell.

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 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.

- Experience providing field support for a range of hardware devices that often run specialized software.

- Experience working with information technology customer support and inventory systems.

- Experience working with different use cases that are part of a complex workflow across teams that utilize integrated systems and solutions.

- Experience working in information technology at educational institutions.

- Skill in working within tiered support structures and service oriented, standards based IT organizations.

Only applications submitted throughthe official UNMJobs site will be accepted. If you are viewing this jobadvertisement on a 3rd party site, pleasevisit 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.