IT Support Technician II

Student Intermediate Level

Requisition ID
req37230

Working Title
IT Support Technician II

Pay
$15.00 Hourly

Campus
Health Sciences Center (HSC) - Albuquerque, NM

Department
Project ECHO (259B)

Employment Type
Student Employment

Student Type
Student Employment

Status
Non-Exempt

Background Check Required
No

For Best Consideration Date

Position Summary

The University of New Mexico's Project ECHO is seeking a highly motivated, detail-oriented Student Computer Support Technician to help support the IT Team.

As a Computer Support Technician you will:

Provide technical support before and during our TeleECHO sessions. Ensuring that the meeting/webinar runs smoothly and that the requirements of program team(s) are met. Troubleshooting audio, video, and software issue for staff and participants in the session. Assist with the software applications that support this effort.

o Assist participants in joining the session.

o Troubleshoot any audio/video issues participants have.

o Gain familiarity and expertise in using Zoom feature including:

Breakout Rooms

Waiting Room

Chat

Screen Share

Polls

Closed Captioning

Translation/Interpretation

Q&A

Spotlight

Webinars

Edit and prepare the videos of TeleECHO sessions for upload. Ensuring that they do not include any PHI, PII, or other protected information. Cover the work of other video editing staff/students when they are out.

Provide support in the use of the video conferencing application Zoom, as well as the hardware systems needed to deliver the core ECHO functionality.

Provide impeccable customer service to internal staff through email, chat, instant messaging as well as in person, for issues related to computer hardware and software. Troubleshooting and documenting in a ticketing system the resolution of issues.

o Perform advanced troubleshooting to resolve complex IT hardware and software issues for staff.

o Provide clear communication to user(s) about their requests and any solution(s) to their issue.

o Work with supervisor and other IT staff to make everyone aware of issues and any solutions or ideas for further investigation.

o Create images for and reimage and prepare laptops and desktops for use by staff and students or in conference rooms.

Installation, configuration, and maintenance of computers, audio and video equipment, and/or other related equipment and devices used by Project ECHO staff and partners.

o Organize cabling in conference rooms and office desks to make sure they look clean and meet fire safety requirements.

Complete IT projects required by the department, working with the rest of the IT Team to ensure a timely and efficient completion.

Project ECHO empowers local community providers to improve the well-being of people around the world.

Project ECHO is committed to democratizing medical knowledge and getting best practice care to underserved people all over the world. We are dedicated to making knowledge accessible and have expanded our portfolio of programs to include COVID-19 response, education, first responder resiliency, behavioral health and addiction. We are funded in part by grants from the GE Foundation, the Helmsley Charitable Trust, the Bristol Myers Squibb Foundation, the Merck Foundation, Robert Wood and the US Government. We have received support from the NM Legislature and the New Mexico Department of Health.

Project ECHO prides itself on being a values-based organization. Our seven values include: Service to the Underserved, Democratization of Knowledge, Mutual Trust and Respect, Teamwork, Excellence and Accountability, Innovation and Learning and Joy of Work. We strive to find individuals who can embrace and exemplify these values.

We work with partners all over the world and work hours outside of normal business hours may be required. We are fortunate to have access to advanced technology, which will require some teleworking.
No summary provided within Banner - Position Description.

Minimum Qualifications

Equivalencies not found for this position

Preferred Qualifications

Preferred Qualifications:
- Experience in providing excellent customerservice.
- Excellent problem-solving and critical thinking skills.
- Knowledgeable about videoconferencing software applications and hardwaresystems.
- Proficient in troubleshooting and maintaining computers and videoconferencingequipment.
- Experience in video editing (using AdobePremier)
- Flexible work schedule to meet the needsof the Project ECHO Program Sessions (Availability around midday)

Application Instructions

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.
Please submit a current resume and a cover letter. On the resume, please indicate whether previous job listed were full-time or part-time positions. If part-time, please include amounts of hours worked each week. Please also include month and year for start and end dates for each job listed. Instructions for cover letter: please describe how you meet the preferred qualifications in the posting. Official transcripts, High School Diploma or GED certificate will be required for hire. Please see minimum qualifications for specifics.

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.