Technical Support Technician

Department Contact: Greg Raftery, 575-646-4185, rafteryg@nmsu.edu

Internal or External Search: External - Open to all applicants

Advertising Summary: As a Technical Support Technician with NMSU IT, you will part of our team as “the front door to IT” and will be the first friendly face behind the fix - troubleshooting hardware, software, and connectivity issues for faculty and staff across campus. Working alongside experienced technicians, you'll install and configure Windows and Mac workstations and peripherals, resolve incidents and service requests through our ticketing system, image and deploy devices, and help maintain accurate documentation and asset records. You'll follow established IT security and support standards while building hands-on expertise in enterprise tools and practices. We're looking for someone curious, dependable, and genuinely good with people - someone who listens well, communicates clearly, and takes satisfaction in solving problems.

***Must be authorized to work in the United States. Visa sponsorship is not available for this position.***

***Individuals who have completed college or university course work at an institution in a country other than the United States must obtain a complete evaluation of foreign transcripts, degrees, and the translation of other relevant employment documents prior to being offered employment at New Mexico State University. A foreign transcript evaluation is required any time foreign course work is used to meet an employment related credential requirement. An evaluation is required even if the foreign course work has been accepted by a college or university in the United States.***

Position Details

Position Title: Technical Support Technician

College/Division: Information Technology

Department: 450222-IT INSTRUCTION & RESEARCH SUPPORT

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate: $16.83

Appointment Full-time Equivalency: 1.0

FLSA Status: Non-Exempt

Bargaining Unit Announcement: This is a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Contingent Upon Funding: Not Applicable

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Job Duties and Responsibilities: This position provides technical support within a distributed IT environment, operating under the direction of senior staff and in alignment with central IT standards. As a member of the end-user support team, the position contributes to the delivery of reliable, customer-centered IT services by assisting faculty, staff, and students with basic hardware, software, and access issues. The role acts as a first line of response for routine support needs and helps maintain the daily operational stability of instructional and administrative technology environments. The position assists with the setup, deployment, and inventory tracking of desktop computers, printers, and related equipment. It follows established procedures and university-approved standards for service delivery, documentation, and security practices. Support activities are tracked through the institution’s ticketing system, with an emphasis on clear documentation, adherence to service-level expectations, and escalation of unresolved or complex issues to senior technicians or central IT teams. In addition to direct technical support, the position contributes to equipment maintenance, troubleshooting, and user support during technology transitions, such as office moves or system upgrades. It also supports continuous improvement by identifying recurring problems, suggesting workflow enhancements, and participating in training sessions designed to build technical knowledge and improve service quality. Through dependable support and a focus on user experience, this position helps uphold the effectiveness of the university’s enterprise IT environment.

Qualifications

Required Education and Experience: 
High School diploma + 1 years of relevant experience, or higher degree.

Equivalent Qualifications: 

Preferred Qualifications: 
ITIL Preferred

Special Certification/Licensure: 

Working Conditions and Physical Effort

Environment: Work is normally performed indoors.

Physical Effort: Light physical effort. Effort applies to no more than two (2) hours per day.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.