IT Support Tech 2

UNM Health and Health Sciences IT (HHS IT) is looking for a skilled, experienced IT Support Tech 2 for the Health Sciences Technology Support Services (HS TSS) unit. This position will provide IT support to health sciences faculty, staff, and students on campus as well as those working remotely.  This position will be 100% in-person and will require strong technical, communication, and organizational skills with an emphasis on excellent customer service.
The ideal candidate 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 candidate is 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 for VIPs as assigned.  The candidate may also provide backup support for any Tier 1 (Health Sciences 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 candidate 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 for services 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 candidate for this position will participate in enterprise-scale project work on the workstation or client level and perform miscellaneous job-related duties as assigned. 

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).

The UNM is an Equal Opportunity/Affirmative Action Employer and Educator.

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.

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

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.