Under the direction of the IT helpdesk Team Lead, the Technical Support Technician ensures proper computer, telephone, printer, and classroom technology operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Technical Support Technician is expected to provide excellent customer service to the campus community and guests. Assists Information Technology Service in all areas on campus with maintaining and installing computer hardware along with inventory management.
Minimum Job Requirements:
- Associate's degree from an accredited institution in Electronics, Computer Science or related field, and a minimum of 1 year relevant work experience, OR a High School Diploma and a minimum of 3 years relevant work experience
- Knowledge of relevant PC equipment, operating systems (Windows, or Apple) office equipment such as copiers and fax machines, and knowledge of office productivity software (MS Office) and printers with copiers and fax machines
- Ability to communicate effectively verbally and in writing
- Ability to interpret manuals and online documentation, troubleshoot computers and equipment, recognize primary and secondary colors for hardware repair and network wiring, recognize electrical wiring, and operate PC and related software applications
- Ability to effectively organize and prioritize work and establish relationships with other people
Preferred Qualifications:
- Bachelor's degree in any field, and at least one year of demonstrated experience providing technology support, or associate's degree in any field, and at least 3 years of experience providing technology support, or an equivalent combination of education and experience are acceptable. • Demonstrated experience supporting Windows and Mac OS. • Demonstrated experience supporting Microsoft Office/Office 365.
- Demonstrated experience supporting equipment in an enterprise network environment including computers, printers, projectors, audio-visual equipment, videoconferencing equipment, phones and mobile devices.
- Strong interpersonal skills demonstrated effective communication skills translating technical terminology in terms understandable by diverse user groups.
- Knowledge of relevant state-of-the-art technology, equipment, and/or technology trends.
- A+ certification or equivalent certification(s) demonstrating competency of a computer technician
Special Conditions for Eligibility:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Specialty licensure/certification may be required, as specified by the department. Successful candidate may be subject to a criminal background check.
- Must be willing to be available for after-hours support on nights and weekends.
- Travel to NMHU centers is required.
- Candidate must be able to maintain current New Mexico driver's license.
Knowledge, Skills, and Abilities:
- Excellent communication skills.
- Excellent customer service skills.
- Functional and technical knowledge of Windows and Mac OS.
- Functional and technical knowledge of Office 365/Microsoft Office Suite, Learning Management Systems, and videoconferencing systems.
- Demonstrated ability to perform routine technology maintenance, participate in projects, prioritize work and meet deadlines and basic records maintenance skills.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Moderate physical effort. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to manipulate, handle, or feel objects, tools, or controls, reach with hands and arms, and talk or hear. May require occasional lifting, handling, pushing, or moving objects up to 50 pounds. May require occasionally ascending/descending a ladder to install or maintain equipment.
- Specific vision abilities required by this job include close vision, distance vision, depth-perception, and the ability to adjust focus.
Working Environment:
- Work is performed in an office/classroom setting
- Work with frequent interruptions
Work Location/Campus Center:
Las Vegas, NM