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Job ID
IT - SRMC Support
Albuquerque, NM
Date posted
Position Summary:Responsible for managing the operations of the IS help desk and desktop support group, with focus on providing quality customer service for the Organization. Coordinate activities with other IS groups and outside entities. Directly supervise and monitor staff. Ensures adherence to Hospital and Departmental Policies and Procedures. No patient care assignment.Accountability:
  • SUPERVISION - Develop efficient organizational structure, supervise employees - select, terminate, train, educate, correct deficiencies, perform appraisals, issue discipline, counsel, schedule work assignments; encourage staff teamwork and growth initiatives

  • SUPPORT - Assist analysts, operators, technical support and training personnel in designing and improving user-support and quality-improvement processes

  • CUSTOMER SERVICE - Implement initiatives for providing quality customer service; including but not limited to, providing adequate phone, voice mail, and e-mail coverage, prioritization of incoming requests, and monitoring of response and triage time

  • TRACK - Track problem issues

  • REPORTS - Develop and generate statistical reports to be used in assessing the effectiveness of user-support efforts

  • IMPROVE - Provide suggestions to improve the user-support process

  • EVALUATIONS - Supervise follow-up evaluation with individual users

  • HELP - Oversee helpdesk phone service, implement initiatives to provide speedy response

  • SUPPORT - Provide IT project support, performing special tasks, and data entry or scanning jobs as required in a specific time frame

  • MONITOR - Monitor trends in system with frequent problems and in users with frequent calls

  • FEEDBACK - Provide feedback on these issues to appropriate support and management staff

  • SCHEDULE - Maintain the schedule for the help desk area and ensure adequate coverage

  • LIAISON - Serve as liaison to IT management regarding problems occurring, and to recommend end user training

  • Monitor and fine-tune prioritization scheme for assigning trouble tickets

  • COORDINATE - Coordinate customer service across PC and network support groups and analysts, as necessary to triage, and assign trouble tickets

  • COORDINATE - Coordinate efforts with HSC Helpdesk Supervisor and staff in areas that require service from both UH and HSC

  • PRESENTATION - Participate in presentations and writing formal documentation

  • COORDINATE - Work with Support Staff Managers to define department and user needs and to provide communication with the department

  • DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops

  • EQUIPMENT AND SUPPLIES - Assist in the care and maintenance of department equipment and supplies

  • Education Requirements:
  • Bachelor's Degree in related discipline

  • Experience Requirements:
  • 5 years directly related experience

  • Physical Demands Requirements:
  • Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. May require walking or standing to a significant degree or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or may require working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of materials is negligible.

  • Working Conditions Requirements:
  • Minor Hazard - physical risks, dirt, dust, fumes, noise

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