Santa Fe Community College · 9 hours ago
IT Service Desk Technician
Santa Fe, NM
Full-time
Onsite
Entry Level
$19.64/hr - $19.64/hr
2+ years expSanta Fe Community College is seeking an IT Service Desk Technician to provide help desk support to end users. The role involves resolving technical issues, supporting technology for events, and ensuring efficient service delivery while maintaining a strong customer service focus.
Higher Education
No H1B
Responsibilities
Provides first-contact technical support to the SFCC Community remotely, over the phone, via email, or in person for software and hardware support and AV equipment maintenance, coordinating with team members and departments to resolve user problems. Provides account support for students, staff, and faculty for college information systems, while troubleshooting, researching, and resolving complex technical issues to satisfy tickets, work orders, and incidents. Provides technology support for large events, such as conferences, graduations, and departmental meetings
Provides follow-up to users’ requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, while also addressing customer complaints and concerns. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus
Monitors and tracks ticket escalation. Documents and monitors users’ requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledge base articles, effective in quickly addressing user problems
Repairs or replaces non-functional Service Desk hardware to minimize downtime and enhance the overall productivity of the Service Desk
Participates in OIT project and change management and performs new initiatives. Contributes to the creation and implementation of Service Desk related procedures
Operates, supports, and works with smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices. Interacts with printer vendors for printer maintenance and to obtain supplies
Attends educational programs, workshops, and seminars to learn new developments in the IT industry
Qualification
Required
Associate's degree in Computer Science, Computer and Information Technologies or a related field
2 years of job-related experience
Preferred
MCDST and CompTIA A+ certification
Experience with the installation, configuration and troubleshooting of Windows operating system and other productivity applications including Microsoft Office and Adobe products
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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