Position Title: Help Desk Rep, Sr

Employee Classification: Help Desk Representative,Sr

College/Division: Information Technology

Department: 450285-IT TECHNOLOGY SUPPORT CENTER

Internal or External Search: External - Open to all applicants

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate:  $17.85 an hour

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Non-Exempt

Summary:  NMSU is seeking an experienced Senior Help Desk Representative to provide advanced technical support and serve as a key escalation point in the Enterprise IT Service Center. This role assists students, faculty, and staff with troubleshooting hardware, software, account access, and enterprise applications while ensuring a seamless, customer-focused experience. The Senior Help Desk Representative also mentors junior staff, monitors ticket queues, and contributes to documentation and service improvements. If you’re passionate about delivering responsive, professional IT support in a dynamic environment, apply today!

Classification Summary:
Under general supervision, plans, conducts, and supervises routine user support, simple problem analysis and resolution, general technical assistance, and training for information systems. Review progress and evaluates results.

Classification Standard Duties:
Supervise the day-to-day operation of the help desk providing general technical support communication with university community. Schedule student employees (computer technical assistants). Co-administer accounts on the university implementation of e-mail list server software. Reset university system passwords. Co-administer web domain registry service for ICT. Help Desk HRIS. Create myNMSU accounts. Perform other duties as assigned.

Required Education, Experience, Certification/License, Equivalency
Required Education:Bachelor's degree in a related field.; Required Experience:No previous work experience required.; Equivalency:Any equivalent combination of education, training and/or experience as approved by Human Resource Services.; Required Certification/License:

Knowledge, Skills and Abilities
KNOWLEDGE:Knowledge and understanding of principles, procedures, regulations, and standards applicable to the job. Understanding of the University's mission, vision and goals.; SKILLS:Working with staff and strong interpersonal skills.; ABILITIES:develop and maintain effective working relationships; maintain accurate and orderly records; use independent judgment and initiative; organize and direct activities.

Job Duties and Responsibilities
The Help Desk Representative, Senior (Help Desk Rep, Sr) provides advanced front-line technical support as part of the Enterprise IT Service Center, serving as a key escalation point under the direction of the Help Desk Rep Supervisor. This working support role assists students, faculty, and staff with resolving hardware, software, account access, and enterprise application issues, ensuring a timely and customer-focused experience. The Help Desk Rep, Sr also mentors junior staff, monitors ticket queues in the IT Management System, contributes to documentation and service improvements, and helps uphold service-level expectations. This position plays an essential role in promoting consistency, responsiveness, and professionalism at the “front door to IT.

Preferred Qualifications

ITIL is preferred
On-site position

Special Requirements of the Position

Department Contact:  Jasmine Gomez, 575-646-3685, jgomez12@nmsu.edu

Contingent Upon Funding: Not Applicable

Bargaining Unit Eligibility: This is a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Working Conditions and Physical Effort

Environment: Work is normally performed indoors.

Physical Effort: Moderate physical activity.

Lifting Requirements: Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.

Risk: No or very limited exposure to physical risk.