Senior Service Desk Technician

** Compensation:
** FLSA:
Non-exempt    Rate:
Salary Grade: CS116 Minimum starting rate: $21.65.
Final offer will be based on relevant experience, education, and other applicable factors.
** Compensation Type:
***
* Employment Type:

** Regular
* * FLSA:
** Non-Exempt
** Scheduled Weekly

Hours:

** 40
* * Position Summary
** The Senior Service Desk Technician delivers high-level technical support and exceptional customer service to faculty, staff, and students, both onsite and remotely. This role serves as a technical leader within the Service Desk team, focusing on first-contact resolution, advanced troubleshooting, and cross-team collaboration within the Office of Information Technology (OIT). The technician also supports instructional technologies and acts as a liaison between OIT and instructional departments to ensure effective use of technology in teaching and learning environments.
** Duties & Responsibilities
*** Provide Tier II support and serve as an escalation point for Tier I technicians.
* Resolve complex technical issues related to hardware, software, networking, and enterprise systems.
* Deliver exceptional customer service to users in-person, via phone, and through remote support tools.
* Prioritize and drive first-contact resolution for service desk tickets.
* Ensure consistent, professional, and empathetic communication with users at all levels.
* Provide account support for students, staff, and faculty for systems including Active Directory, Banner, Workday, and other enterprise platforms.
* Troubleshoot, research, and resolve complex technical issues to satisfy tickets, work orders, and incidents in a timely and efficient manner.
* Document solutions and contribute to the knowledge base to improve team efficiency.
* Mentor and train Tier I technicians in troubleshooting, documentation, and customer service best practices.
* Collaborate closely with other OIT teams (Infrastructure, Applications, Instructional Technology, Online Learning) to resolve cross-functional issues and implement technology solutions.
* Participate in planning and implementation of new technologies and service improvements.
* Perform duties related to new initiatives, change management processes, and assigned projects.
* Assist in developing and refining service desk procedures, policies, and workflows.
* Instructional Technology Support
* Support faculty in integrating technology into physical and HyFlex classrooms.
* Develop and deliver training materials, including video tutorials and live sessions.
* Collaborate with Online Teaching and Learning, OIT, and faculty to evaluate and implement new instructional technologies.
* Systems & Equipment Maintenance
* Maintain inventory of AV and instructional technology equipment.
* Perform preventive maintenance and coordinate repairs.
* Assist with system design and implementation decisions for educational and enterprise technologies.
** Knowledge, Skills, and Abilities
*** Advanced troubleshooting and problem-solving skills.
* Strong customer service and communication abilities.
* Experience supporting users both onsite and remotely.
* Proficiency in supporting online learning tools (Zoom, Teams, LMS).
* Experience with AV systems and multimedia equipment.
* Ability to manage multiple priorities and work independently or as part of a team.
* Strong organizational skills and attention to detail.
* Ability to create documentation and training materials.
* Willingness to work evenings/weekends and travel as needed.
** Physical Demands
*** Work involves sitting, standing, walking, bending, and occasional lifting of equipment. May require climbing ladders and using tools with dexterity.
* Work is performed in campus buildings with exposure to noise, dust, and AV equipment.
** Work Hours
** This position is required to work onsite in Santa Fe, NM.Typically, 8:00 a.m. – 5:00 p.m., Monday through Friday. May be required to work after hours and/or weekends.
** Application Instructions
** Please upload the following documents in the "Resume Drop Box" section of your application:  
• Resume  
• Cover Letter  
• Unofficial Transcripts    Best Consideration Date: 11/28/2025
*
* Minimum Qualifications:

**** Minimum…