What are the responsibilities and job description for the IT Support Tech 1 position at unm?
The UNM IT Service Desk
plays a crucial role in providing technical assistance and support to various
members of the university community, including students, staff, faculty,
retirees, and affiliates. As an entry-level staff position, the primary
responsibilities revolve around offering customer service and support through
phone and self-service channels. This includes addressing inquiries,
troubleshooting technical issues, and guiding users through utilizing UNM IT
services effectively.
Key duties for this
role may include:
- Answering incoming calls and responding to emails or tickets promptly.
- Providing timely and accurate technical support to users experiencing IT-related problems.
- Assisting users with accessing and utilizing UNM IT services
- Troubleshooting hardware and software issues, escalating complex problems to higher-level support personnel when necessary.
- Documenting and tracking support requests and resolutions in a ticketing system.
- Guiding users through self-service options and resources for common IT tasks and issues.
- Collaborating with other IT staff to resolve systemic issues and improve service delivery.
- Participating in ongoing training and professional development to stay updated on UNM IT services and technologies.
Effective communication skills, patience, and a customer-centric approach are essential for success in this role. Additionally, a basic understanding of IT concepts and willingness to learn and adapt to new technologies are important attributes. This position serves as the first point of contact for IT support, making it crucial to provide excellent customer service while efficiently resolving technical issues to support the UNM community in achieving their academic and professional goals.