Technical Support Assistant - OMI Information Technology

Position Summary
The Office of the Medical Investigator is seeking a dependable and technically capable student employee to support the OMI Information Technology team. This position will provide routine end-user and technical support while gaining hands-on experience in a professional IT environment.

The student employee will assist with troubleshooting, computer deployments, operating system installations, printer and application support, user access, and maintenance of departmental data and workflow systems. The position will work under the direction of OMI IT staff and will be expected to follow established University and departmental procedures, document work completed, maintain confidentiality, and escalate issues requiring higher-level technical support.

Duties and Responsibilities
*Responsibilities may include:
*Provide routine end-user technical support to OMI employees.
*Respond to, document, update, and resolve routine OMI IT service tickets.
*Perform basic troubleshooting of computers, hardware, software, peripherals, network connectivity, and user-access issues.
*Assist with operating system installations, updates, and basic configuration as directed by OMI IT staff.
*Prepare and complete computer deployments, including workstation setup, replacement, installation, configuration, and verification of functionality.
*Assist with setup and troubleshooting of:
* Desktop and laptop computers.
* Monitors and docking stations.
* Keyboards, mice, and other peripherals.
* Printers and label printers.
* Provide routine printer support, including basic installation, connectivity, configuration, and troubleshooting.
* Provide routine application support for software and systems used by OMI.
* Assist users with password resets through approved processes and within authorized access levels.
* Assist employees experiencing login or access issues involving approved applications, systems, and technology platforms.
* Troubleshoot common user-access issues and escalate account, security, or system problems when higher-level intervention is required.
* Assist with routine setup of new employees
* Maintain accurate documentation regarding equipment assignments, user access, computer deployments, and completed support activities.
* Assist with departmental data, tracking, and workflow systems, including:
* Updating existing records.
* Maintaining data accuracy and completeness.
* Assisting with routine user questions.
* Updating forms, reports, dashboards, and workflows under the direction of OMI IT staff.
* Assisting with testing and implementation of system improvements.
* Assist with routine user access and permissions within OMI-controlled systems when authorized.
* Assist with inventory and tracking of computers, monitors, docks, printers, peripherals, and other IT equipment.
* Maintain basic technical instructions, setup guides, and IT documentation.
* Follow OMI, HSC, and UNM requirements related to cybersecurity, system access, passwords, information security, confidentiality, and acceptable technology use.
* Maintain confidentiality of departmental, personnel, technical, medical, and case-related information encountered while performing duties.
* Provide professional and courteous customer service.
* Escalate technical, security, access, or system issues outside the scope of the position to appropriate OMI or HSC IT personnel.
* Perform other related technical and administrative duties as assigned.
Knowledge and Skills Developed
* This position provides an opportunity for a student to develop practical experience in:
* End-user and help-desk support.
* IT ticket management.
* Hardware and software troubleshooting.
* Operating system installation and configuration.
* Computer deployment and workstation lifecycle support.
* Printer and peripheral support.
* Application troubleshooting.
* Password and user-access support.
* Employee IT onboarding and offboarding.
* User access and permissions management.
* IT asset and inventory management.
* Data and workflow system support.
* Business process automation.
* Technical documentation.
* Customer service in a professional IT environment.
* Information security and confidentiality practices.

OMI is a specialized medical and medicolegal environment. The student employee will primarily perform office and computer-based duties but may occasionally enter operational areas of the facility to install, retrieve, troubleshoot, deploy, or inventory technology equipment. Appropriate training and required safety procedures will be provided.
The successful candidate must demonstrate professionalism, discretion, dependability, customer-service skills, and respect for the sensitive nature of OMI's work.

Enrolled in a degree seeking program at UNM, Enrolled at least half-time (6 hours) at UNM for fall and spring semesters (Audit hours do not count), and if Work Study, you must meet Satisfactory Academic Progress.

* Related experience in information technology, computer science, management information systems, cybersecurity, data analytics, or a related field.
* Experience providing basic end-user or help-desk support.
* Experience troubleshooting computers, applications, printers, or peripherals.
* Experience installing or configuring operating systems and software.
* Experience preparing or deploying computers and workstations.
* Familiarity with Microsoft 365 applications.
* Experience working with spreadsheets, databases, forms, dashboards, workflow systems, or other business-process tools.
* Familiarity with account access, password-reset, or user-login support processes.
* Strong problem-solving skills and the ability to independently complete routine assignments after training.

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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.