Senior IT Support Technician

The Senior IT Support Technician serves as the agency’s primary technical authority for desktop and local area network support in Las Cruces, New Mexico. This position handles complex, escalated issues across Windows enterprise systems and core enterprise platforms, while ensuring accurate service management documentation and knowledge base content.

Key Responsibilities

• Act as the agency’s primary technical expert for desktop and local area network support, ensuring timely resolution of reported issues.
• Diagnose and resolve complex escalated incidents across Windows enterprise systems, Microsoft 365, Active Directory, and VPN platforms.
• Develop systems and processes that improve end-user support delivery and strengthen overall service effectiveness.
• Perform triage to improve resolution efficiency, providing remote support when possible and dispatching technicians when hardware-related issues require in-person attention.
• Maintain and improve a global knowledge database to support consistent and efficient unit-wide service.
• Maintain accurate, detailed documentation in ITSM platforms (SysAid) and contribute to knowledge base content to support repeatable troubleshooting and resolution.
• Serve as a Subject Matter Expert (SME) for enterprise applications, supporting user access needs and functional troubleshooting.
• Oversee system and hardware operations by monitoring consoles, responding to system alerts, and performing routine maintenance tasks such as software updates and virus checks.
• Ensure alignment with evolving industry standards and emerging technologies.
• Partner in evaluating and selecting new operating systems and applications.

Required Qualifications

• High School diploma or equivalent and two (2) years of experience providing technical support to end-users for computer hardware, software, and/or network-related problems.
• Any combination of education from an accredited college or university in a related field and/or direct experience totaling two (2) years may substitute for the required experience.
• Must possess and maintain a valid Driver’s License.
• Must obtain a Defensive Driving Certificate.
• Employment is conditional pending results of a pre-employment criminal background investigation.

Technologies and Tools

• Windows enterprise systems
• Microsoft 365
• Active Directory
• VPN platforms
• SysAid
• ITSM platforms

Working Conditions

• Office setting with exposure to Visual/Video Display terminal (VDT) and extensive personal computer and phone usage.
• Some travel may be required.
• Ability to lift up to 50 lbs.

Customers and Service Audience

• The Health Care Authority (HCA) staff, contractors, and clients.

Additional Posting Details

• Interviews are anticipated to be conducted within two weeks of the closing date.
• This posting may be used to fill multiple vacancies.

Compensation and Location

Location: Las Cruces, NM (onsite)

Compensation: USD 27 - 41 per hour

Bargaining Unit Information

This position is covered by a collective bargaining agreement. All terms and conditions of that agreement apply and must be adhered to.

Contact

Theresa Romero, (505) 394-2977

Supplemental Information

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• For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.