Student Technical Assistant II

Working under direct supervision
within the Gerald May Department of Civil, Construction & Environmental
Engineering, this entry-level IT role provides first-tier technical support for
hardware, software, networks, and classroom audio/visual systems.

Core responsibilities include
installing, maintaining, and testing systems; resolving routine technical
problems; tracking inventory; and managing service requests via a ticketing
system to support departmental IT operations.

Candidates need a high school
diploma and six months of relevant experience (or equivalent education),
foundational IT knowledge, and strong communication skills to create technical
documentation, guide diverse users, and potentially train student employees.
The position includes light physical tasks in standard office and laboratory
settings.

Duties and Responsibilities

• Provides responsive first-level technical support,
  including basic troubleshooting and assistance both on-site and remotely,
  covering hardware, software, and network issues within a professional
  academic setting.
• Provides individual instruction and/or training to
  users on new or updated technologies.
• Creates and updates technical documentation, user
  guides, and knowledge base articles for common support tasks.
• Assists with tracking inventory and asset records for
  IT equipment and materials; performs data entry and maintains records,
  including project documents, user instructions, general reports, and
  systems errors.
• Creates, updates, and tracks service requests using a
  ticketing or work order system (e.g., ServiceNow, Smartsheet, or similar).
• Assists users with account access issues, including
  password resets, multi-factor authentication, and basic access
  troubleshooting.
• May input billing information into a record-keeping
  system.
• Provides basic support for classroom and conference
  room technologies, including audio/visual systems and hybrid meeting
  tools.
• Performs routine system maintenance and assists with
  troubleshooting hardware, software, and network issues.
• Provides input on hardware/software effectiveness
  based on user issues and experience.
• May assist with testing or evaluating new
  technologies under supervision.
• Provides support for departmental IT projects as
  assigned.
• Assists with the installation, configuration, and
  maintenance of approved software packages, computers, workstations, and/or
  related equipment.
• Assists with equipment lifecycle (deployment,
  refresh, surplus).
• Maintains current knowledge of relevant technology,
  equipment, laws, regulations, standards, and systems.
• Follows university IT security policies and assists
  in identifying and reporting potential security incidents (e.g., phishing
  attempts, compromised systems, unapproved software installations).
• Performs miscellaneous job-related duties as
  assigned.

Enrolled in a degree seeking program at UNM, Enrolled at least half-time (6 hours) at UNM for fall and spring semesters (Audit hours do not count), and if Work Study, you must meet Satisfactory Academic Progress.

Minimum Job Requirements

• 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.

Knowledge, Skills, and
Abilities Required

• Demonstrated commitment to providing excellent
  customer service in a technical support environment.
• Basic knowledge of computer systems, including
  hardware, software, virtual machines, and networking concepts.
• Ability to perform routine preventive maintenance on
  systems software, applications, hardware, networking, and communications.
• Knowledge of current technological
  developments/trends in the area of focus.
• Ability to accurately maintain technical records,
  inventory data, and service documentation.
• Ability to guide staff, faculty, and students in
  resolving technology problems.
• Strong interpersonal and communication skills and the
  ability to work effectively with a wide range of constituencies in a
  diverse community.
• Ability to diagnose computer problems and coordinate appropriate
  hardware, software, and/or network solutions.
• Ability to analyze and resolve basic computer
  problems.
• Capable of clearly communicating technical guidance
  and instructions to users for operating enterprise applications and
  systems.

Distinguishing
Characteristics
This
is an entry-level IT support position.

Conditions of
Employment

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

Working Conditions
and Physical Effort

• Light to moderate physical effort required.
• Work is normally performed in a typical interior/office work
  environment.
• Moderate physical activity. Requires handling of average-weight
  objects up to 25 pounds and/or standing and/or walking an average of four
  (4) hours per day.

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.

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.