IT Support Tech 1

The
Academic Multimedia Services office within the Undergraduate Medical Education
department at the UNM School of Medicine seeks an IT Support Technician 1 to
provide comprehensive technical support to faculty, students, and staff across
our medical education programs and the Office of Education. This role is
crucial for ensuring smooth classroom and administrative operations, assisting
with assessments, and maximizing the effective use of instructional and
collaborative technologies in a dynamic academic environment.

This
entry-level position is ideal for individuals eager to begin a career in
academic technology support, offering opportunities for professional
development and on-the-job training. Working closely under the direct
supervision of an IT Support Tech 3,
the successful candidate will assist as the first point of contact for
technical issues and support requests. The position requires a punctual and
reliable team player with strong communication skills, a customer-focused
approach, and a working knowledge of Microsoft, Apple, and mobile operating
systems. This is an on-site position, and remote work options are not
available.

Primary
responsibilities include the daily setup and troubleshooting of AV and computer equipment in classrooms,
providing comprehensive user support, assisting with electronic assessments,
imaging and deploying computers, and helping ensure the readiness of 50 laptops
for high-stakes medical exams and other educational activities. Additionally,
the role involves collaborating with the broader team to support inventory and
surplus, assist with annual equipment replacements, and contribute to technology
initiatives as directed.

Additional duties and responsibilities
include the following:

User Support and Issue Resolution: Act as the first point of contact for technical support requests, delivering proactive customer service, engaging communication, and careful attention to detail to ensure efficient resolution or escalation under direct supervision.

Classroom AV and Technology Support: Perform daily setup and testing of AV equipment in classrooms, including podium computers, projectors, and microphones. Assist faculty with setting up PowerPoint presentations and other educational technologies (e.g., Zoom, iClickers), and help resolve any last-minute technical issues.
Small Room Technology Support: Set up laptops for group instruction in small rooms, ensure the rooms are prepared before sessions begin, and secure equipment after use.

Assessment Technology Support: Support students during electronic assessments, including the use of Examplify for quizzes and the NBME browser for high-stakes exams. Assist with setting up and dismantling 50 laptops in temporary testing areas and help maintain spare devices for quick replacement in case of malfunctions.

Device Setup and Deployment: Image, configure, and reimage computers (Windows and Mac) as needed. Deploy devices for staff, assist with relocations, and replace computers when necessary.

Computer Maintenance and Repair: Assist in diagnosing and repairing computers and peripherals, replacing hardware components, coordinating warranty-covered repairs, and managing standby loaner laptops for students and staff.

Inventory Support: Assist with inventory tasks, including equipment check-out, asset tagging, and surplus processes, under the direction of the supervisor.

IT Records Management: Assist in maintaining asset records, incidents, and service requests using applications such as Cherwell, Smartsheet, and SharePoint.

Technical Documentation: Write user instructions, document technical procedures, and maintain these records in shared resources, such as a OneNote library.

See the Position Description for additional information.

• Specialty licensure/certification may be required, as specified by the department.
• Successful candidate may be subject to a criminal background check prior to starting work.

High school diploma or GED; at least 6 months 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 Qualifications:

• Entry-level
  experience supporting Windows, Apple, and mobile devices.
• Familiarity
  with classroom AV systems and instructional technology, with a focus on
  assisting under supervision.
• Strong
  customer service, communication, and organizational skills.
• Experience
  supporting Microsoft 365 and video conferencing tools (e.g., Outlook,
  Teams, Zoom).
• Basic
  knowledge of networking, including assisting with troubleshooting
  connectivity issues.
• Ability
  to work collaboratively in a team-oriented environment.
• Entry-level
  IT certification (e.g., CompTIA A+, Microsoft 365 Fundamentals, Apple
  Certified Support Professional).
• 1 year
  of job-related experience
• Ability to handle and relocate moderately
  heavy equipment, such as workstations and printers, independently or by
  coordinating assistance as needed.
• Ability to perform tasks that involve navigating confined or
  obstructed spaces, such as working under desks and around obstacles,
  ensuring efficient access and resolution of issues.
• Ability to troubleshoot and diagnose audiovisual
  systems effectively, leveraging sufficient visual and auditory
  capabilities or utilizing appropriate accommodations.

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.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

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.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.