POSITION SUMMARY

The University of New Mexico Information Technologies seeks a Technical Analyst 1 dedicated to Classroom Technology support to join us as part the Academic Technologies IT team. The ideal candidate will have experience with end user support for audiovisual and other classroom technologies in higher education IT environment. Under limited supervision, this position will provide Tier 1 and 2 classroom technology support, desktop support, incident and service request intake and triage, user training, and technical documentation. This role will also participate in small-scale installations and/or upgrades projects. This position includes a high degree of interaction with faculty, staff, and students across campus.
Interested applicants should submit a complete application, including a resume and cover letter.

MINIMUM QUALIFICATIONS

Bachelor’s degree; at least 6 months of progressively responsible experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

PREFERRED QUALIFICATIONS:

• Experience providing technical support in a higher education environment.
• Experience providing face-to-face support in classroom and professional environments.
• Experience working with support and help desk tools across departments.
• Experience supporting, designing, or installing commercial audiovisual systems.
• Enterprise desktop support experience, including Active Directory, SCCM, InTune, and Microsoft 365.
• Ability to communicate technical information to non-technical personnel.AV, computer support, or ITIL certifications, and a willingness to continue technical education.

ADDITIONAL REQUIREMENTS

Applications need to include a complete professional work history with dates and hours worked.

• Assists with help ticket intake and triage, classroom technology incident response, troubleshooting, and resolution.
• Analyzes and solves problems of routine complexity on classroom audiovisual systems for the university community; provides a wide range of in-depth technical assistance to departmental users and/or support staff.
• Uses discretionary judgement to maintain, troubleshoot, and support basic to moderately complex classroom technology systems and workstation components, including imaging and maintaining hardware and software on Windows and
• MacOS devices, in classrooms and computer labs.
• Participates in inventory management.
• Assists in the development of and provides individual and/or group instruction and training and support to end users on new or updated technologies; provides functional direction to support staff and/or student employees.
• Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems; participates in professional development activities as appropriate.
• Participates in technology upgrade and replacement projects.
• Coordinates support with classroom technology staff and student employees.
  This position is fully on site at UNM main campus with no option for remote work.
  This position requires regular work in the various buildings across campus.
  See the Position Description for additional information.