Centers IT Support Technician
New Mexico Highlands University Portal
On-site
Las Vegas, New Mexico, United States
Position Summary
Under the direction of the Network Manager, the Center 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 provide in-person, hands-on assistance at the desktop level, and event set up and crewing at NMHU Centers, as well as off-campus. The Center Support Technician is expected to provide excellent customer service to the campus community and guests.
Duties And Responsibilities
Provide in person and remote support for Center and Main Campus users; Install, maintain and manage network printing/scanning devices; Install, maintain and manage cybersecurity software agents and related software; Install, support, and maintain classroom technology equipment; Install data communication equipment and components; Respond to on-site problem diagnosis, troubleshooting, with 95% resolution, coordination, problem escalations and consulting services; Installs, configures, and maintains Windows 10, Windows 11, and MAC OS; Performs other job-related duties as assigned. Field incoming help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner. Prioritize problems and projects. Escalate problems, when required, to the appropriately experienced individual, group, or department. Document user requests and problems, including all pertinent end user identification information, including name, department, contact information, and nature of the request or problem. Event set up and crewing to include Board of Regents meetings, Graduation Ceremonies, and Special events at Centers, as well as off-campus Handle confidential information with discretion. Manage computer accounts by assisting users with password change/reset and extending expired accounts as appropriate. Collaborate with team members to make recommendations for improved internal processes, and improved customer service experience. Receive cross-training in other areas of the department and provide support in covering those areas if there is a shortage of staff, or overflow in workload. Maintain technically current and relevant through self-directed professional reading, developing and maintaining professional contacts, professional development, and training. Develop training material and help guides for users and support staff. Assist with training of new hires within the department. Maintain regular attendance
Physical Demands
Standing…………………………………………………………………………..Frequently Walking……………………………………………………………………………Frequently Bending……………………………………………………………………………Frequently Squatting………………………………………………………………….……..Frequently Climbing …………………………………………………………………….…..Frequently Kneeling …………………………………………………………………………Frequently Lifting up to 50 pounds…..………………………………..…………….Frequently
Preferred Qualifications
Bachelor’s degree in any field. Four (4) years of full-time work experience supporting voice/data networking, personal computers, and printer components in a field supported environment; Experience in a College or University environment;
Under the direction of the Network Manager, the Center 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 provide in-person, hands-on assistance at the desktop level, and event set up and crewing at NMHU Centers, as well as off-campus. The Center Support Technician is expected to provide excellent customer service to the campus community and guests.
Duties And Responsibilities
Provide in person and remote support for Center and Main Campus users; Install, maintain and manage network printing/scanning devices; Install, maintain and manage cybersecurity software agents and related software; Install, support, and maintain classroom technology equipment; Install data communication equipment and components; Respond to on-site problem diagnosis, troubleshooting, with 95% resolution, coordination, problem escalations and consulting services; Installs, configures, and maintains Windows 10, Windows 11, and MAC OS; Performs other job-related duties as assigned. Field incoming help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner. Prioritize problems and projects. Escalate problems, when required, to the appropriately experienced individual, group, or department. Document user requests and problems, including all pertinent end user identification information, including name, department, contact information, and nature of the request or problem. Event set up and crewing to include Board of Regents meetings, Graduation Ceremonies, and Special events at Centers, as well as off-campus Handle confidential information with discretion. Manage computer accounts by assisting users with password change/reset and extending expired accounts as appropriate. Collaborate with team members to make recommendations for improved internal processes, and improved customer service experience. Receive cross-training in other areas of the department and provide support in covering those areas if there is a shortage of staff, or overflow in workload. Maintain technically current and relevant through self-directed professional reading, developing and maintaining professional contacts, professional development, and training. Develop training material and help guides for users and support staff. Assist with training of new hires within the department. Maintain regular attendance
Physical Demands
Standing…………………………………………………………………………..Frequently Walking……………………………………………………………………………Frequently Bending……………………………………………………………………………Frequently Squatting………………………………………………………………….……..Frequently Climbing …………………………………………………………………….…..Frequently Kneeling …………………………………………………………………………Frequently Lifting up to 50 pounds…..………………………………..…………….Frequently
Preferred Qualifications
Bachelor’s degree in any field. Four (4) years of full-time work experience supporting voice/data networking, personal computers, and printer components in a field supported environment; Experience in a College or University environment;