"Technical Support Technician"

Under the direction of the IT helpdesk Team Lead, the Technical 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 give in-person, hands-on help at the desktop level. The Technical Support Technician is expected to provide excellent customer service to the campus community and guests.

Duties and Responsibilities:

• End User Support – provides end-user support of NMHU technology equipment including technical and functional use of equipment and software, provides communications and updates both during and through work order closure.
• Technical support – provides hardware and software support including installation, operation, monitoring, maintenance, problem analysis, trouble-shooting, problem resolution and documentation.
• Working with the ITS Service Management System – uses, updates and maintains work orders in the IT Service Management System in accordance with departmental procedures.
• Administrative Duties – attends meetings, creates and updates documentation, departmental and team processes, updates functional databases, and updates and maintains calendars and schedules as required.
• Ongoing Professional Development – attends institutional and departmental training, provides and attends departmental cross training, schedules and attends product demos and reads professional journals to keep informed of technology enhancements.
• Perform general problem solving and assistance on a variety of software applications and hardware systems supported by ITS. Prioritize and escalate problems and requests to the appropriate area within the ITS department, when level one and two support cannot solve the problem. Test fixes to ensure problem has been adequately resolved, and perform post-resolution follow-ups to help requests.
• Develops training material and help guides, and provides individual instruction and/or training to users.
• Assists with the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Assists with research and development initiatives and in the implementation of new technologies and technical troubleshooting.
• Assists with the implementation of technology projects with moderate scope and impact.
• Handle confidential information with discretion.
• Collaborate with team members to develop, improve, and implement policies, procedures, and standards, for improved internal processes and improved customer service experience.
• Provide support in other areas of the department if there if there is a shortage of staff, or overflow in workload.
• The Technical Support Technician is required to work alternating weekends in addition to hours during the day and evenings Monday-Friday, depending on the needs of the department. On-call availability may be required as needed.
• Travel to NMHU centers is required.
• Maintain regular attendance.
• Perform miscellaneous job-related duties as assigned.

Qualifications

Minimum Job Requirements:

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:

• Demonstrated experience supporting Windows and Mac OS.
• Demonstrated experience supporting Microsoft Office/Office 365.
• Demonstrated experience supporting equipment in an enterprise network environment including computers, printers, projectors, audio-visual equipment, videoconferencing equipment, phones and mobile devices.
• Strong interpersonal skills demonstrated effective communication skills translating technical terminology in terms understandable by diverse user groups.
• Knowledge of relevant state-of-the-art technology, equipment, and/or technology trends.

Special Conditions for Eligibility:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Specialty licensure/certification may be required, as specified by the department. Successful candidate may be subject to a criminal background check.
• Must be willing to be available for after-hours support on nights and weekends.
• Travel to NMHU centers is required.
• Candidate must be able to maintain current New Mexico driver’s license.

Knowledge, Skills, and Abilities:

• Excellent communication skills.
• Excellent customer service skills.
• Functional and technical knowledge of Windows and Mac OS.
• Functional and technical knowledge of Office 365/Microsoft Office Suite, Learning Management Systems, and videoconferencing systems.
• Demonstrated ability to perform routine technology maintenance, participate in projects, prioritize work and meet deadlines and basic records maintenance skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Moderate physical effort. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to manipulate, handle, or feel objects, tools, or controls, reach with hands and arms, and talk or hear. May require occasional lifting, handling, pushing, or moving objects up to 50 pounds. May require occasionally ascending/descending a ladder to install or maintain equipment.

• Specific vision abilities required by this job include close vision, distance vision, depth-perception, and the ability to adjust focus.

Working Environment:

• Work is performed in an office/classroom setting
• Work with frequent interruptions