Technical Analyst 1

Project ECHO has an amazing opportunity for a new Technical Analyst 1 to join our IT team! The Project ECHO IT Team provides technical support to Project ECHO staff and to both internal and external users of Project ECHO systems. This position will provide support to our partners on the iECHO platform. This individual will respond to various user inquiries and issues and provide guidance to users on how to resolve their technical problems.

Your responsibilities as a Technical Analyst 1 will include:

• Addressing and resolving global ECHO partners' issues with iECHO platforms, serving as the initial point of contact to understand and document technical problems. Conducting remote troubleshooting, providing guidance to users, and escalating complex issues to Echo Digital or Echo India teams, as needed.
• Responding to users' inquiries and issues through various communication channels, including the ticketing system, chat, email, phone, and in-person interactions.
• Maintaining systems by analyzing and diagnosing technical issues and system glitches within iECHO by asking relevant questions and conducting remote troubleshooting.
• Ensuring efficient inter-team communication and issue resolution by serving as a central point of contact between various teams, providing regular updates, and coordinating the resolution of complex issues with iECHO developers.
• Regularly communicating updates, changes, and project status to relevant teams to ensure everyone is informed and aligned.
• Solving complex or critical issues by coordinating and engaging with the appropriate teams and iECHO developers.
• Monitoring the progress of escalated issues and provide regular updates to iECHO users and partner support managers until the problems are resolved.
• Assessing and classifying incidents based on severity, impact, and urgency to prioritize responses.Creating and maintaining comprehensive documentation for complicated technical issues and customer interactions, including the problem description, troubleshooting steps, and resolution details. Analyzing support data for trends and improvements and ensuring compliance. Developing and updating a knowledge base and training materials for efficient and effective support services.
• Updating and maintaining ticket status, notes, and timelines to keep users and their partner support manager informed about the progress of each issue. Maintaining accurate and detailed records of customer interactions, support tickets, and technical issues in FreshDesk system and Salesforce.
• Developing and delivering comprehensive training materials and customizing training plans, assessing effectiveness, and promoting cross-training among team members to enhance their technical and interpersonal skills.
• Staying updated on iECHO use and engaging in continual learning and self-improvement. Providing guidance and encouragement to other technical staff on iECHO use, learning, and self-improvement of technical skills and knowledge.
• Quickly detecting and identifying technical issues or incidents reported by users or team members through various communication channels.
• Performing miscellaneous job-related duties as assigned.

Project ECHO is unique and innovative center based within a vibrant academic community at the University of New Mexico Health Sciences Center. Our mission is to democratize implementation of best practices with a goal of helping 1 billion people lead better lives by 2025. We are looking for mission-driven high performers who share similar values to join our team and help us achieve this goal.

Project ECHO is committed to democratizing implementation of best practices in healthcare, education and other areas where first mile professionals need support. We do this by training universities, nonprofits, and dedicated individuals on facilitation skills and how to set up robust virtual communities of practice to be able to scale their own expertise and missions to the benefit of their local communities. Over the past 20 years, Project ECHO and our partners have trained more than 1,000 partners who make up our global network of Universities, ministries of health, and NGOs around the world. Examples of programs we and others run include infectious disease control (Hepatitis C, HIV), mental health and addiction treatment, literacy, math, climate mitigation and many more.

Project ECHO is funded in part by philanthropic grants and gifts from organizations such as the GE Foundation, the Helmsley Charitable Trust, the Bristol Myers Squibb Foundation, the Merck Foundation, Robert Wood Johnson Foundation and the US Government. Additionally, for programming benefitting New Mexico we receive support from the NM Legislature, the New Mexico Human Services Department and the New Mexico Department of Health.

Project ECHO prides itself on being a values-based organization and inclusive place to work. Our seven values include: Service to the Underserved, Democratization of Knowledge, Mutual Trust and Respect, Teamwork, Excellence and Accountability, Innovation and Learning and Joy of Work. We strive to find individuals who can embrace and exemplify these values. In addition, Project ECHO was named one of Albuquerque's Top Three Best Places to Work in 2023. This award recognizes organizations of all sizes with exceptional climates, team atmospheres, benefits, and employee engagement. For more information and a brief overview of benefits available please visit Project ECHO Newsroom.

We work with partners all over the world and work hours outside of normal business hours may be required. We are fortunate to have access to advanced technology, which will require some teleworking.

See the Position Description for additional information.

• Specialty licensure/certification may be required, as specified by the department.
• Successful candidate may be subject to a criminal background check prior to starting work.

Bachelor's degree; at least 6 months of progressively responsible experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

• At least two years of experience in an IT helpdesk or call center environment.
• Demonstrated capability to handle multiple customer inquiries, troubleshoot issues, and manage tickets simultaneously.
• Demonstrated initiative and the ability to work independently with minimal supervision.
• Demonstrated proactive problem-solving abilities by identifying potential issues before they escalate.
• Strong attention to detail in documenting customer interactions, troubleshooting steps, and solutions.

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Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.