Santa Fe Community College · 1 month ago
Senior Service Desk Technician
Santa Fe, NM
Full-time
Onsite
Mid, Senior Level
$21.65/hr - $21.65/hr
4+ years expSanta Fe Community College is seeking a Senior Service Desk Technician who delivers high-level technical support and exceptional customer service to faculty, staff, and students. The role involves providing Tier II support, resolving complex technical issues, and collaborating with various teams within the Office of Information Technology.
Higher Education
No H1B
U.S. Citizen Only
Responsibilities
Provide Tier II support and serve as an escalation point for Tier I technicians
Resolve complex technical issues related to hardware, software, networking, and enterprise systems
Deliver exceptional customer service to users in-person, via phone, and through remote support tools
Prioritize and drive first-contact resolution for service desk tickets
Ensure consistent, professional, and empathetic communication with users at all levels
Provide account support for students, staff, and faculty for systems including Active Directory, Banner, Workday, and other enterprise platforms
Troubleshoot, research, and resolve complex technical issues to satisfy tickets, work orders, and incidents in a timely and efficient manner
Document solutions and contribute to the knowledge base to improve team efficiency
Mentor and train Tier I technicians in troubleshooting, documentation, and customer service best practices
Collaborate closely with other OIT teams (Infrastructure, Applications, Instructional Technology, Online Learning) to resolve cross-functional issues and implement technology solutions
Participate in planning and implementation of new technologies and service improvements
Perform duties related to new initiatives, change management processes, and assigned projects
Assist in developing and refining service desk procedures, policies, and workflows
Support faculty in integrating technology into physical and HyFlex classrooms
Develop and deliver training materials, including video tutorials and live sessions
Collaborate with Online Teaching and Learning, OIT, and faculty to evaluate and implement new instructional technologies
Maintain inventory of AV and instructional technology equipment
Perform preventive maintenance and coordinate repairs
Assist with system design and implementation decisions for educational and enterprise technologies
Qualification
Required
Associate's degree in Computer Science, Information Technology, or a related field and four (4) years of relevant experience
Bachelor's degree in Computer Science, Information Technology, or a related field and two (2) years of relevant experience
Equivalent experience may be substituted for education on a year-for-year basis
Advanced troubleshooting and problem-solving skills
Strong customer service and communication abilities
Experience supporting users both onsite and remotely
Proficiency in supporting online learning tools (Zoom, Teams, LMS)
Experience with AV systems and multimedia equipment
Ability to manage multiple priorities and work independently or as part of a team
Strong organizational skills and attention to detail
Ability to create documentation and training materials
Willingness to work evenings/weekends and travel as needed
Preferred
Experience in higher education or instructional support roles
Experience mentoring or training service desk staff
Experience collaborating with faculty and instructional design teams
Familiarity with accessibility tools and inclusive technology practices
Company
Santa Fe Community College
Empower Students, Strengthen Community.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Cori Bergen
Chief Information Officer
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