The University of New Mexico · 4 days ago
IT Support Tech 2
Albuquerque, NM
Full-time
Hybrid
Entry, Mid Level
$19.56/hr - $26.58/hr
2+ years expThe University of New Mexico is seeking a customer-focused IT Support Technician 2 to join their IT Service Desk team. This role is critical in delivering high-quality service, resolving complex issues, and managing mobile device operations to ensure customer satisfaction.
EducationTrainingUniversities
Responsibilities
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
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
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
Contribute to internal training and knowledge base development
Collaborate with technical teams across UNM IT to coordinate support and communicate effectively on shared services
Qualification
Required
High school diploma or GED; at least 2 years of experience directly related to the duties and responsibilities specified
Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year for year basis
Preferred
Experience delivering exceptional customer service in a technical support or service desk environment
Demonstrated attention to detail, particularly in asset, billing, or mobile device management
Experience with Incident Management and IT Service Management (ITSM) tools such as Cherwell, ServiceNow, or similar
Strong troubleshooting skills across desktop, web, and mobile platforms (Windows, macOS, iOS, Android)
Excellent written and verbal communication skills, including experience writing clear, user-friendly documentation
Experience collaborating with technical teams to resolve issues and improve service delivery
ITIL or HDI certification (or equivalent experience) preferred
Demonstrated ability to manage multiple priorities while maintaining accuracy and professionalism
Benefits
Medical
Dental
Vision
Life insurance
Educational benefits through the tuition remission and dependent education programs
Company
The University of New Mexico
Founded in 1889, The University of New Mexico now occupies 600 acres along old Route 66 in the heart of Albuquerque, a city of more than 700,000 people.
10001+ employees
H1B Sponsorship
The University of New Mexico has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (81)
2024 (81)
2023 (68)
2022 (34)
2021 (26)
2020 (35)
Funding
Current Stage
Late StageTotal Funding
$1.94MKey Investors
National Science Foundation
2017-08-16Grant· $0.44M
2013-11-27Grant· $1.5M
Leadership Team
Assata Zerai
Vice President for Equity and Inclusion and Chief Diversity Officer
Alex Rankin, MD, MBA
Associate Chief Medical Officer
Recent News
2026-01-23
Sports Business Journal
2025-12-28
Company data provided by crunchbase