Position Title: Supv, Help Desk Rep

Employee Classification: Help Desk,Ld

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:  $43,908.80 - $54,885.74; Commensurate with qualifications

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  NMSU, a dynamic, inclusive, and student-focused institution committed to accessible and comprehensive learning, invites applications for the vacant position of Help Desk Rep Supervisor

Classification Summary:
Under minimal supervision, plans, conducts, and supervises day to day tasks and responsibilities of the Help Desk Support team. Oversees the user support, complex problem analysis and resolution, complex 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. Create myNMSU accounts. Perform other duties as assigned, participate and assist in driving the knowledge management process and keep the knowledge base system current. Lead and participate in projects assigned by direct supervisor or director. Ensure excellent customer service using follow-up and survey techniques.

Required Education, Experience, Certification/License, Equivalency
Required Education:Bachelor's degree in a related field.; Required Experience:One (1) year of related 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. Experience with incident tracking software.; 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 IT Help Desk Supervisor manages the daily operations of the university’s help desk, serving as the “front door to IT” within the Enterprise IT environment. This role ensures support requests are triaged, tracked, and resolved through structured workflows and escalation paths. The supervisor oversees a team of student employees, providing training, scheduling, and daily coaching to deliver a consistent, professional, and service-oriented support experience.

With a strong commitment to excellence in customer service, the supervisor maintains internal documentation, contributes to knowledge base content, and collaborates with IT teams to ensure help desk operations align with institutional goals and service expectations. Focused on student development, service consistency, and continuous improvement, the Help Desk Supervisor plays a critical role in delivering reliable, user-centered IT support as part of the broader Enterprise IT strategy.

Preferred Qualifications

Special Requirements of the Position

Department Contact:  Lizely Madrigal; lmadriga@nmsu.edu

Contingent Upon Funding: Not Applicable

Bargaining Unit Eligibility: This is NOT 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 heavy physical work; heavy lifting, pushing, or pulling required of objects up to 50 pounds.

Risk: No or very limited exposure to physical risk.