User Support Analyst
University of New Mexico
The UNM Health Sciences Library and Informatics Center (HSLIC) is seeking to
fill a User Support Analyst 3 position to provide both library and technology
support with split responsibilities as part of HSLIC's Service Point group and
Technology Support group.
This position will spend 20 hours per week with the HSLIC Service Point (Tier
1 and Library Support) which provides information and technology services to
faculty, staff, and students. This position will provide operational library
support at the Service Point desk or phone in addition to providing Tier 1
technical support for library and HSC wide technologies, including assisting
users with mobile access questions, such as syncing mobile devices to the HSC
campus email and calendar system, verifying user accounts and passwords,
resetting user passwords and helping users in public computing. In addition
this position provides library circulation assistance, including library
directional and ready reference assistance, and processes requests for group
study room reservations.
This position will spend 20 hours per week with the HSLIC Technology Support
group (Tier 2 Support) assisting faculty and staff by providing on-site
technical support, and providing troubleshooting and repair of computer
hardware and software for both Windows and Macintosh operating systems. This
position will document solutions of technology issues in the Help.HSC call
management system, along with computer imaging, and IT phone support duties.
The incumbent will be provided with the tools and training needed to provide
prompt, permanent solutions to a variety of computer problems and to assist
library users at the Service Point with basic informational questions. The
successful candidate will have hardware and software troubleshooting and
repair experience, exceptional communication skills, an ability to work
independently, a well defined sense of customer service and a thorough
understanding of higher education's values, practices and procedures.
HSLIC is a unique blend of corporate and academic cultures which cultivates
creative information technology solutions. We actively seek employees with
strong collaboration and planning skills who will help us fulfill our role
within the HSC and throughout the state (http://hslic.unm.edu/).
The UNM HSC has earned a national and international reputation for its
integrated education, patient care, research, and partnership initiatives
which address the unique healthcare needs of New Mexico's urban and rural
The UNM is an Equal Opportunity/Affirmative Action Employer and Educator.
This is a benefits eligible position. The University of New Mexico provides a
comprehensive package of benefits including medical, dental, vision, and life
insurance. In addition, UNM offers educational benefits through the tuition
remission and dependent education programs. See the Prospective Employee page
for a more complete explanation of UNM benefits.
Candidates for this position must be eligible for employment as verified by
the US Department of Health and Human Services Office of Inspector General
(OIG) and the Government Services Administration (GSA); those individuals on
the OIG/GSA Exclusion Lists will not be considered for hire. Once hired,
periodic checks will be made for eligibility of continued employment.
High school diploma or GED; at least 3 years of experience that is directly
related to the duties and responsibilities specified.
* Experience with working in public service at a library or user support desk
* Experience providing information services to library users
* Experience with working in a cooperative team environment
* Experience providing hands-on personal computer hardware/software troubleshooting and repair
* Experience with Windows 7, Windows Vista, and Apple Macintosh system configuration and management
* Experience providing on-site direct desktop support
* Experience in documenting technical issues/solutions using call management systems
For Best Consideration
Resume, Cover Letter
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