What are the responsibilities and job description for the IT Support Tech 2 position at unm?
The UNM IT Service Desk is the first point of contact for students, faculty, staff, retirees, and affiliates seeking support for UNM IT services. We are seeking a customer-focused, detail-oriented IT Support Technician 2 to join our team. This position plays a critical role in delivering high-quality service, resolving complex issues, and leading initiatives related to mobile device management.
This role serves as both a Tier 2 technical resource and a lead for mobile device operations, ensuring service quality, consistency, and customer satisfaction. The ideal candidate thrives in a fast-paced support environment, demonstrates strong technical acumen, and has a passion for helping people solve problems through technology.
UNM IT is a critical area that maintains operations during some periods of University closures such as winter break, inclement weather days, and other unexpected closures.
Key Responsibilities
1. Tier 2 Technical Support and Service Desk Operations
- Act as a primary escalation point for complex technical issues within the Service Desk.
- Provide advanced troubleshooting and resolution across a range of desktop, web, and mobile platforms.
- Assist in mentoring and guiding Tier 1 technicians to ensure quality and consistency in customer support.
- Maintain a strong customer service focus in every interaction, ensuring timely and professional communication.
2. Mobile Device Program
Assist the Service Desk lead for university-owned mobile device management, including:
- Intake and processing of requests
- Ordering and billing coordination
- Device setup, deployment, and troubleshooting
- Vendor communication and account management
Ensure accuracy, organization, and attention to detail in all mobile program activities.
3. Service Desk Planning and Process Improvement
- Participate in Service Desk operational planning and continuous improvement efforts.
- Recommend and help implement methods and procedures to enhance efficiency and service quality.
- Support ITSM tools and processes, including user training, documentation, and analysis of incident trends.
4. Knowledge and Collaboration
- Contribute to internal training and knowledge base development.
- Collaborate with technical teams across UNM IT to coordinate support and communicate effectively on shared services.