Compensation: $19-$20/hour
Compensation Type: Non-Exempt
Employment Type: Regular
Scheduled Weekly Hours: 40
Grade: NE08
Department: IT Support
Position Summary Northern New Mexico College is seeking a skilled and customer-focused IT Support Technician to join our team. As an IT Support Technician, you will be the first point of contact for our employees/students/customers experiencing technical issues. Your primary responsibility will be to provide efficient and effective technical assistance and support to ensure the smooth operation of our technology infrastructure.
Duties & Responsibilities - Provide first-level technical support to end-users via phone, email, and in-person for hardware, software, network, and application-related issues.
- Troubleshoot and diagnose technical problems, and implement solutions in a timely manner.
- Accurately log and track support requests and their resolutions in the help desk ticketing system.
- Guide users through problem-solving steps, providing clear and concise instructions.
- Install, configure, and maintain computer hardware (desktops, laptops, printers, peripherals).
- Install, configure, and troubleshoot operating systems (Windows, macOS), software applications, and updates.
- Perform basic account management tasks, including password resets and user account creation/modification.
- Escalate complex issues to higher-level IT support teams when necessary.
- Contribute to the development and maintenance of IT support documentation and knowledge base articles.
- Follow established IT procedures and policies.
- Maintain a positive and professional demeanor while interacting with end-users.
- Assist with IT-related projects as needed.
- Assist with the setup and maintenance of audio-visual equipment for meetings, events and presentations.
- Maintain an inventory of IT equipment and supplies.
- Participate in ongoing training to enhance technical skills and knowledge.
MINIMUM JOB REQUIREMENTS: - High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology or a related field preferred.
- Proficiency in troubleshooting common technical issues.
- Experience with help desk ticketing systems.
- Excellent customer service and communication skills (both verbal and written).
PREFERRED QUALIFICATIONS: - Strong knowledge of computer hardware, software, operating systems (Windows and/or macOS), and networking fundamentals.
- Ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to prioritize tasks and manage time effectively.
- Ability to work independently and as part of a team.
KNOWLEDGE, SKILLS, and ABILITIES: - Technical Troubleshooting
- Customer Service
- Communication (Written and Verbal)
- Problem Solving
- Time Management
- Active Listening
- Patience
- Organization
- Teamwork
- Ability to use audio/video equipment to record live events.
- Knowledge of Operating Systems that include Windows 10,11 and MacOS
- Knowledge of Microsoft Office Suite, Adobe Acrobat, Zoom and Google Workspace
PHYSICAL DEMANDS: While performing the duties of this job, employee is required to stand, walk, and sit; extended periods of walking and moderate physical activity are required. The employee will use hands to feel and manipulate tools and materials and reach with hands and arms. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
WORK ENVIRONMENT: - Work is normally performed in a typical office setting and campus-wide.
- Willing to work flexible schedule including evening and weekends.
Best consideration date: April 15, 2025
APPLICATION PROCEDURE: complete application must include: 1) a letter of interest, 2) resume, 3) copies of unofficial transcripts conferring required and/or preferred degree, and 4) names, addresses, and phone numbers of (3) three professional references.
Required application materials should be uploaded to the "Resume Drop Box" of your application. References will be contacted in conjunction with interviews.
EEO STATEMENT: NNMC is an equal opportunity employer.