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State of New Mexico

Senior IT Support Technician

State of New Mexico
Albuquerque, NM $27 - $41/hr Full time Posted 22d ago
Senior Hardware Support Help Desk Support Incident Management Information Technology (IT) IT Services It Support Level 3 Support Remote Support Specialist Technical Support Tier Iii Support
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Job Description

Support advanced end-user technology issues and keep computing systems running reliably for the State of New Mexico.

Responsibilities

  • Act as a Tier 3 technical expert within a help desk environment.
  • Serve as a final escalation point for complex requests involving hardware, software, peripherals, and networking.
  • Escalate more complex issues to the appropriate IT staff or vendors when needed.
  • Document, track, and monitor problems to support a timely resolution.
  • Update the global knowledge database with problem resolution information.
  • Provide technical guidance and advanced training to others; may lead or direct lower-level staff.
  • Diagnose and resolve complex hardware/software/network issues.
  • Respond to escalations from Tier 2 and provide remote problem resolution when possible.
  • Dispatch problems to associated groups throughout the unit supported.

Requirements

  • High School diploma or equivalent.
  • 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 in the occupation totaling 2 years may substitute for the required experience.
  • Must possess and maintain a valid driver’s license.
  • Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico, or pass and receive Defensive Driving Course Certification within 6 months of date of hire as a condition of continued employment.

Benefits

  • Five (5) full days of leave added to your leave balances starting from your start date.

Department / Program Area

  • Department: Resource Management Division
  • Program Area: Office of Information Technology

Customers

  • New Mexicans to protect and restore the environment
  • Occasional contact with external Federal, State, and Local regulatory bodies, contractors, and environmental not-for-profit organizations
  • Internal staff

Working Conditions

  • Office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage.
  • Some sitting, standing, bending, and reaching may be required.

Employment Requirements

  • Must possess and maintain a valid driver’s license.
  • Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico, or complete certification within 6 months of date of hire as a condition of continued employment.

Bargaining Unit

  • This position is covered by a collective bargaining agreement; all terms and conditions must be adhered to.

Agency Contact: Barbie Segovia, (505) 690-3334 or Email

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