IT Support Technician

The State of New Mexico is hiring an IT Support Technician in Albuquerque, NM (onsite) to deliver Tier 1 and Tier 2 support and keep agency systems secure and running with minimal disruption.

Responsibilities

• Frontline and Tier 2 support for end-users, covering first- and second-line response, triage, remote assistance, dispatching, and escalations
• Troubleshooting and diagnostics using diagnostic techniques to resolve basic through complex issues, including system-message review and correction
• Monitoring and error resolution through console monitoring and applying fixes based on observed failures
• Installations, upgrades, configurations, and device maintenance including workstation setup, peripheral installs, communication device support, and hardware breakdown resolution
• Documentation and reporting such as incident tracking, ticket updates, daily status logs, shift handovers, and job monitoring documentation
• Security practices and compliance by following departmental security standards, supporting secure configurations, and maintaining awareness of patching
• Asset management tasks including inventory gathering, license tracking, and equipment status verification across an assigned region

Requirements

• Education: High School Diploma or equivalent
• Experience: Six (6) months of related work experience providing technical support to end-users for computer hardware, software, and/or network-related problems
• Substitution option: Any combination of accredited college/university education in a related field and/or direct experience in the occupation totaling six (6) months may substitute for the experience requirement
• Valid Driver’s License and the ability to maintain it
• Defensive Driving Course Certificate from the State of New Mexico, or the ability to pass and receive certification as a condition of continued employment
• Pre-employment background investigation required, conditional pending results
• Physical requirements: Ability to reach above the head and lift up to 50 pounds
• Work setup requirement: Manual dexterity for operating a computer keyboard

Working Conditions

• Office setting with exposure to Visual/Video Display Terminal (VDT) and extended periods of sitting in front of a VDT
• Work in cramped spaces and varied positions; close exposure to CRT’s, VDT’s, and UV rays
• Stress from a high ticket volume environment, managing continuous user issues and system breakdowns
• Ability to reach above the head and lift up to 50 pounds
• Manual dexterity required while operating a computer keyboard

Posting Details

• May be used for ongoing recruitment and may close at any time
• Applicant lists may be screened more than once
• Applications submitted without work experience or a resume will not be considered
• If attaching a resume, it must include dates of employment for each job (month and year) and details of work experience/job duties

Supplemental Information

• Total compensation information is available via the Total Compensation link
• Agency contact: Clovice Yinkfu, (505) 695-4663, Email
• For statutory requirements, see the Classification Description link on the job advertisement
• Bargaining unit position
• This position is not covered by a collective bargaining agreement

Salary: USD 22 - 33 per hour