Senior Service Desk Technician

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.

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

• Associate's degree in Computer Science, Information Technology, or a related field and four (4) years of relevant experience OR • Bachelor's degree in Computer Science, Information Technology, or a related field and two (2) years of relevant experience • Equivalent experience may be substituted for education on a year-for-year basis.

Preferred Qualifications

• Experience in higher education or instructional support roles.
• Experience mentoring or training service desk staff.
• Experience collaborating with faculty and instructional design teams.
• Familiarity with accessibility tools and inclusive technology practices.

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!