Centers IT Support Technician (53240)

SUMMARY: Under the direction of the Infrastructure Manager, the Center Support Technician ensures proper computer, telephone, printer, and classroom technology operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on assistance at the desktop level, and event set up and crewing at NMHU Centers, as well as off-campus. The Center Support Technician is expected to provide excellent customer service to the campus community and guests.

DUTIES AND RESPONSIBILITIES:

• Provide in person and remote support for Center and Main Campus users;

• Install, maintain and manage network printing/scanning devices;
• Install, maintain and manage cybersecurity software agents and related software;
• Install, support, and maintain classroom technology equipment;
• Install data communication equipment and components;
• Respond to on-site problem diagnosis, troubleshooting, with 95% resolution, coordination, problem escalations and consulting services;
• Installs, configures, and maintains Windows 10, Windows 11, and MAC OS;
• Performs other job-related duties as assigned.
• Field incoming help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner.
• Prioritize problems and projects. Escalate problems, when required, to the appropriately experienced individual, group, or department.
• Document user requests and problems, including all pertinent end user identification information, including name, department, contact information, and nature of the request or problem.
• Event set up and crewing to include Board of Regents meetings, Graduation Ceremonies, and Special events at Centers, as well as off-campus
• Handle confidential information with discretion.
• Manage computer accounts by assisting users with password change/reset and extending expired accounts as appropriate.
• Collaborate with team members to make recommendations for improved internal processes, and improved customer service experience.
• Receive cross-training in other areas of the department and provide support in covering those areas if there is a shortage of staff, or overflow in workload.
• Maintain technically current and relevant through self-directed professional reading, developing and maintaining professional contacts, professional development, and training.
• Develop training material and help guides for users and support staff.
• Assist with training of new hires within the department.
• Maintain regular attendance.

Qualifications

MINIMUM REQUIREMENTS:

EDUCATION: Bachelor’s degree in any field, and at least one year of demonstrated experience providing technology support, or associate's degree in any field, and at least 3 years of experience providing technology support, or an equivalent combination of education and experience are acceptable.

Preferred Qualifications

• Bachelor’s degree in any field.
• Four (4) years of full-time work experience supporting voice/data networking, personal computers, and printer components in a field supported environment;
• Experience in a College or University environment;

Special Conditions for Eligibility

• Required to maintain a valid NM driver’s license to operate University vehicles;
• Must be willing to work evenings, weekends and odd hours as required.
• Must be willing to travel.

EMPLOYMENT REQUIREMENTS:

KNOWLEDGE, SKILLS, & ABILITIES:

• Skill and ability to work effectively with a wide range of constituencies in a diverse community;
• Ability to maintain emotional control under stress;
• Advanced knowledge and understanding of a wide range of computer and networking software and hardware systems and related technologies;
• Ability to install, configure, and maintain personal computers, networks, and/or related hardware or software;
• Ability to communicate technical information to non-technical personnel;
• Ability to develop and present educational programs and/or workshops;

PHYSICAL DEMANDS:

• Standing…………………………………………………………………………Frequently
• Walking……………………………………………………………………………Frequently
• Bending……………………………………………………………………………Frequently
• Squatting………………………………………………………………….……..Frequently
• Climbing …………………………………………………………………….…..Frequently
• Kneeling …………………………………………………………………………..Frequently
• Lifting up to 50 pounds…..………………………………..…………..…Frequently

WORK ENVIRONMENT:

• Work is performed in a typical interior/office work environment;
• Work with frequent interruptions;
• No or very limited exposure to physical risk.
• Moderate physical effort. May require occasional lifting, handling, pushing, or moving objects up to 50 lbs.

Work Location/Campus Center - University Centers