Student User Support Consultant

**WE ARE ACCEPTING APPLICATIONS FROM BOTH WORKSTUDY & NON-WORKSTUDY STUDENTS**

The UNM IT Service Desk is seeking technology-oriented
individuals to provide customer service and support to UNM and UH faculty,
staff, and students. Our agents are
trained to assist customers with a wide variety of IT questions, issues and
requests, including: email (LoboMail), myUNM, LoboWeb, NetIDs network
connectivity, and cell phones. The UNM
IT Service Desk is normally staffed M-F 7:30am-5:00pm; we extend our hours of
operation during critical business cycles.This position will allow for 10-15 hours per week.

Duties and
responsibilities include:

Provide excellent customer service to all customers
(including students, staff, faculty, and the public)
Handle customer requests via phone, self-service
(similar to email), and walk-in
Provide technical and functional customer support as
per Support Center documented triage processes.
Perform account support
Process UNM Directory calls
Perform testing of new IT Services
Special projects, as assigned
Other duties, as assigned

Act as a 1st level expert
in IT Services and Service Desk processes/guidelines
Perform 1st level tasks, work, and processing
Act as knowledge base
expert for user and internal FAQs and other documentation
Perform special handling
of unusual or difficult issues
Log current outages and
issues on ITAlerts
Identify problems and opportunities for continuous
improvement within the Service Desk

Act as key Subject Matter
Expert contact for operational staff
Participate in support
assessment of IT services
Coordinate smooth and
efficient operations in the Service Desk
Other duties, as assigned

Minimum
Qualifications:

• Problem solving skills
• Excellent communication
  skills
• Excellent customer
  service skills
• Openness to learning new
  skills and technologies
• Ability to work both as a
  team member and independently on projects
• Proficiency with multiple
  forms of communication
• General familiarity with
  services supported by IT (email, network, etc)
• General experience with standard hardware and
  software functions and troubleshooting
• Ability to utilize available resources and
  information to resolve problems independently.
• Technical desktop
  troubleshooting ability
• General knowledge of UNM
  departments and organization
• High level of expertise with Service Desk tools,
  resources, and processes

Preferred Qualifications:

• Interest in a career in Information Technology (IT)
  and/or Customer Service.
• A desire to develop skills and expertise in
  Information Technology
• Technical and functional expertise and knowledge of
  UNM IT Services
• Expertise in standard
  hardware and software functions and troubleshooting
• A desire to develop
  supervisory and leadership skills

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.

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.