Core IT Svcs Splst

The University of New Mexico Information Technologies seeks a Core IT Services Specialist for UNM IT Campus Outreach and Engagement to provide leadership in supporting and managing the IT service delivery for the Institutional Support Services (ISS) area.
As a key member of the ISS IT team and reporting directly to the ISS IT Officer, the Core IT Services Specialist will be responsible for managing day-to-day technical support, including break/fix resolutions, device imaging, user consulting, and contributing to early-stage project planning. This includes tasks such as preparing necessary documentation for software purchases and ensuring IT processes align with institutional goals.

The ISS IT team is a part of the larger UNM IT department, with the special responsibility of serving the departments under ISS. They work with area leadership on what needs to be done in support of the area, and work as part of UNM IT on how to do it. The ISS IT team supports differentiated systems and services and works with other IT teams where needed on different pieces of enterprised solutions.

Responsibilities:

• Help with and assist technicians and analysts on the team in day to day break-fixes including troubleshooting, applying patches, imaging, deploying equipment such as laptops or workstations serving ISS users.
• Work with IT resources to ensure that specialized systems and solutions are managed to meet the needs and priorities for ISS clients.
• Facilitate the day-to-day operation of technical tools and equipment in different areas including devices such as Point of Sale systems (POS), ticketing, bookstore, and other applications.
• Assist the IT Officer with planning and communication between resources, vendors, collecting and completing forms such as the PIAQ, and other data needed for evaluating security compliance and risk assessment, and following University-wide policies and established IT protocols.
• Meet with users and interact with them both in person and over Teams and email, providing timely feedback and resolution.
• Document work and Standard Operating Procedures (SOPs) needed for the completion of tasks by team. Assist the IT Officer to help create, document, communicate, and maintain policies and procedures related to service delivery and support operations across different software and hardware scenarios, in keeping with overall UNM IT standards and protocols.
• Provide back up when needed and cross-train and get cross-trained in different areas to ensure smooth delivery of services to the user in ISS.
• Facilitate continuous improvement in processes providing feedback to the IT Officer and helping them with support on on-going initiatives and communication.
• Plan, execute, and guide application deployment and installation, deploying applications efficiently and minimizing user disruption.
• Participate and advise on the selection and implementation of computing hardware standards for the University.
• Work with other IT teams to ensure seamless delivery of services.
• Work with ISS IT team to minimize errors and improve the efficiency of service delivery operations.
• Enforce and adhere to standards for equipment and service delivery across all IT areas, including software standards, security configurations, and patch levels - promptly address any deviations and breaches.

Collaboration:

• Establish and cultivate relationships with users and team members, and across the broader UNM IT team to help build a strong ISS IT team.

Duties:

• Manage and provide tier 2 support for Windows and Apple devices, and across different specialized systems, for users in ISS.
• Ensure that the team is responding quickly to tickets and follow-through for completion.
• Provide guidance, mentoring, and assistance for lower-graded technical analysts and student employees within the ISS IT team.
• Assist the IT Officer as requested with liaising with users and external vendors as needed to collect information, deploy solutions or fixes, or in other ways relating to delivery of IT services to the ISS user community.
• Maintain professional and transparent communication channels with team members and consumers of team's services.
• Help manage assigned tickets and tasks across multiple systems and platforms effectively and ensure completion by their due dates with outstanding customer service. Help with handling escalations and prioritize critical issues in a fast-paced environment.
• Ensure the clear and concise documentation of information and instructions on systems, services, and processes.
• Maintain and share currency of knowledge with respect to relevant technologies and systems. Be a helpful and knowledgeable resource for the team and for users.
• Associated duties include managing IT employees, providing strategic direction for IT initiatives, and serving on department and UNM technology committees.

See the Position Description for additional information.

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Bachelor's degree; at least 4 years of 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.

• Familiarity with diverse software
  & hardware systems and applications used in the UNM IT environment,
  particularly in the areas served by Institutional Support Services (ISS),
  such as housing, public events, bookstore, facilities, automotive and so
  on. A full list of ISS departments can be found on the ISS website:
  iss.unm.edu.
• Supporting and managing a wide
  variety of applications, including working with end-users and technical
  staff to resolve issues.
• Communicating effectively both
  verbally and in writing to end users and other support staff and technical
  staff.
• Being responsive and proactive in
  helping resolve IT issues.
• Working in a fast-paced
  environment.
• Working with vendors to resolve
  issues.
• Familiarity with Windows Server
  and Red Hat Linux Enterprise

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.