IT Support Tech 2

The University of New Mexico Comprehensive Cancer Center is looking for an IT Support Tech 2 to join our team (CRTC Information Systems). Under supervision, this position delivers and sets up audio-visual equipment to classrooms, auditoriums, and/or a variety of other locations. Instructs users in equipment operations. Maintains appropriate records to include schedules, invoices, and inventory. Performs equipment troubleshooting, preventive maintenance, and more complex repairs. Records audio and video presentations for end users. installs, maintains, tests, and repairs computer hardware and software. Candidates should be well versed in hardware, software, and telecom technical support and issue resolution. This technical resource works within a ticketing system to receive, prioritize, document and actively resolve end user help requests, configure and support desktop and laptop computers, provision and manage user accounts among several systems, perform needs assessments, create proposals, and implement solutions. This team member participates as a technical resource in both small and large projects.

The successful candidate must be a self-starter, be able to manage service requests from start to resolution, handle multiple tasks simultaneously, own deliverables end to end, prioritize workload effectively, and thrive in a dynamic environment. The standard work schedule for this position is Monday - Friday starting promptly at 7am -4pm with potential adjustment to schedule with early start and late end times under direction of supervisor. This position requires the ability to be at work and be on time, interact in a positive and constructive manner with coworkers, take directions from a lead or supervisor, adhere to policies, procedures, and directives, and participate in a rotating on call/stand by schedule.

DUTIES AND RESPONSIBILITIES:

* Provides audio visual assistance to end users in various conference room settings. Assists in developing standard test procedures and equipment to conduct functional and operational tests to evaluate quality and performance of video or audio reception, production, and transmission.

* Consults with and advises end users regarding audio and video needs to appropriately schedule resources.

* Inspects, troubleshoots, and performs preventive maintenance and a range of repairs to audio and video equipment.

* Provides in-depth individual and/or group instruction and/or training to end users on new or updated technologies. Provides diverse technical assistance, documents findings and performs maintenance duties in support of a large unit that may encompass a variety of user support needs. Demonstrates or instructs end users in principles, methods, techniques, and equipment operation.

* Maintains a broad knowledge of state-of-the-art technology and systems to effectively recommend changes and updates.

* Ability to work effectively in a team environment, collaborating with other technical staff, vendors, and end-users to deliver solutions that meet business needs.

* Performs complex problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.

* Maintains, updates and audits record keeping systems; documents projects, writes and maintains user instructions.

* Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves complex system hardware, software, and network failures and conflicts.

* Participates in and/or leads the review, evaluation and recommendations of solutions relating to hardware and software acquisitions.

* Serves as a project member on small and large technology projects

* Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.

* Performs miscellaneous job-related duties as assigned.

* Plays an integral role as front-line staff in the IT support operations of the CRTC by responding to and troubleshooting by email, online, and in-person inquiries

* Under the supervision, configures, upgrades and resolve computers, printers, and other UNM owned device issues used by end users.

* Provides in-the-field assistance to users with various computer hardware and software issues

* Utilizes a central ticketing system to resolve issues and communicate with end users and colleagues

* Assists in maintaining inventory of equipment and supplies

* Other duties as assigned and relevant to the success of CRTC Information Systems.

MINIMUM QUALIFICATIONS:

* Exceptional communication and customer service skills with a strong work ethic

* Knowledge of Microsoft and Apple software and services (including operating systems and productivity software such as Microsoft Office)

* Ability to evaluate and solve information technology problems

* Ability to provide technical guidance to end users

* Aptitude for configuring, troubleshooting, and repairing UNM owned computer hardware

WORKING CONDITIONS AND PHYSICAL EFFORT:

* Work is normally performed in a typical interior/office work environment

* Appropriate office attire required

* Limited physical effort required (lifting up to 50 lbs)

* Limited exposure to physical risk

The University of New Mexico Comprehensive Cancer Center is the Official Cancer Center of New Mexico and the only National Cancer Institute-designated Cancer Center in a 500-mile radius. Its more than 136 board-certified oncology specialty physicians include cancer surgeons in every specialty (abdominal, thoracic, bone and soft tissue, neurosurgery, genitourinary, gynecology, and head and neck cancers), adult and pediatric hematologists/medical oncologists, gynecologic oncologists, and radiation oncologists. They, along with more than 600 other cancer healthcare professionals (nurses, pharmacists, nutritionists, navigators, psychologists and social workers), provide treatment to 65% of New Mexico's cancer patients from all across the state and partner with community health systems statewide to provide cancer care closer to home. They treated almost 15,000 patients in more than 100,000 ambulatory clinic visits in addition to in-patient hospitalizations at UNM Hospital. A total of nearly 1,855 patients participated in cancer clinical trials testing new cancer treatments that include tests of novel cancer prevention strategies and cancer genome sequencing. The more than 123 cancer research scientists affiliated with the UNMCCC were awarded $38.2 million in federal and private grants and contracts for cancer research projects. Since 2015, they have published nearly 1000 manuscripts, and promoting economic development, they filed 136 new patents and launched 10 new biotechnology start-up companies. Finally, the physicians, scientists and staff have provided education and training experiences to more than 500 high school, undergraduate, graduate, and postdoctoral fellowship students in cancer research and cancer health care delivery. Learn more at http://cancer.unm.edu.

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 2 years 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.

* 2 plus years of audio-visual equipment (LCD projectors and laptop connectivity) systems support.

* 1 plus year of healthcare clinical systems IT experience

* Strong analytical skills to help end users resolve technical problems.

* Ability to work independently after training is complete

* Aptitude to investigate and resolve problems and/or repair equipment as specified by ticketing system.

* Genuine interest in information technologies and ability to manage the rapid pace of change that comes with that industry.

* Customer service expertise.

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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.