IT Service Desk Technician

IT Service Desk Technician

Salary Grade: CS114 Minimum starting rate: $19.64 Final offer will be based on relevant experience, education, and other applicable factors.

Compensation Type: Hourly

Employment Type: Regular

FLSA: Non-Exempt

Scheduled Weekly Hours: 40

Position Summary

The IT Service Desk Technician provides help desk support to SFCC end users. Adheres to established processes and procedures for technology support and service delivery. Ensures efficient and effective resolution of technical issues to support the department's operational goals. The IT Service Desk Technician does not supervise others.

Duties & Responsibilities

• Provides first-contact technical support to the SFCC Community remotely, over the phone, via email, or in person for software and hardware support and AV equipment maintenance, coordinating with team members and departments to resolve user problems. Provides account support for students, staff, and faculty for college information systems, while troubleshooting, researching, and resolving complex technical issues to satisfy tickets, work orders, and incidents. Provides technology support for large events, such as conferences, graduations, and departmental meetings.
• Provides follow-up to users' requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, while also addressing customer complaints and concerns. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus.
• Monitors and tracks ticket escalation. Documents and monitors users' requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledge base articles, effective in quickly addressing user problems.
• Repairs or replaces non-functional Service Desk hardware to minimize downtime and enhance the overall productivity of the Service Desk.
• Participates in OIT project and change management and performs new initiatives. Contributes to the creation and implementation of Service Desk related procedures.
• Operates, supports, and works with smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices. Interacts with printer vendors for printer maintenance and to obtain supplies.
• Attends educational programs, workshops, and seminars to learn new developments in the IT industry.
• Applicable experience in a higher education setting.

Knowledge, Skills, and Abilities

• Technical capacity and initiative.
• Strong customer service and client focus.
• Strong problem solving and technical analysis skills.
• Organization skills and ability to manage multiple assignments and priorities.
• Strong commitment to privacy and confidentiality.
• Effective oral and written communication skills.
• Knowledge of Microsoft and Macintosh operating systems.
• Knowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operations.
• Basic knowledge of networking principles.
• Skills in utilizing and deploying Microsoft Office and other applications.
• Knowledge of related ITIL V3 principles and practices.
• Skills with Active Directory object management and group policy.
• Skills in working with SCCM and other client management tools.
• Ability to collaborate with Office of Information technology, as well as the general campus with courtesy, tact, and good judgement.

Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Approximate percentages of other activities:

• Standing 40%
• Walking 20%
• Sitting 40%

Work Hours

The duties are performed on campus. Typically, 8:00 am – 5:00 pm, 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
• Unofficial Transcripts

Best Consideration Date: 02/02/2026

Minimum Qualifications

Associate's degree in Computer Science, Computer and Information Technologies or a related field. 2 years of job-related experience.

Preferred Qualifications

MCDST and CompTIA A+ certification. Experience with the installation, configuration and troubleshooting of Windows operating system and other productivity applications including Microsoft Office and Adobe products.

Additional Comments to Applicants

Applications are disqualified in the first level of review if they do not meet all Minimum Qualifications listed in this job posting. (Years of experience are calculated based upon numbers of hours worked per week. Example: 2 years of experience working 20 hours per week equals 1 year of experience.) Relevant experience pertains to Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities described in this job posting. ASSUMPTIONS ARE NOT MADE at any level of SFCC's Hiring Process if information presented in the application material does not clearly address the Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities. Number of pages of application material will not negatively/positively affect your application, however, LACK OF DETAIL may.

EEO Statement

As an EEO employer, Santa Fe Community College will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Santa Fe Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.

ADA Statement

The SFCC is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), SFCC will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

SFCC Recruiting Statement

Santa Fe Community College is a Hispanic-serving institution, which neighbors the eight northern Indian pueblos in Northern New Mexico. We are committed to attracting and retaining highly qualified and diverse faculty and staff. SFCC strives to make our campus a place where all individuals feel welcome, nurtured, and valued. At the heart of SFCC's mission – Empower Students, Strengthen Community. Empoderar a los Estudiantes, Fortalecer a la Comunidad – is a commitment that higher education and opportunity should be open to everyone. SFCC fosters a welcoming environment and a climate of inclusivity for students, faculty, and staff. Join the SFCC team in working to empower students and strengthen community!