Senior IT Support Technician - (DVR #10432+)

On site in Albuquerque, NM, the Senior IT Support Technician provides expert desktop and network support across SSA and State of New Mexico systems, with escalation duties and help desk collaboration for the DDS IT team.

Responsibilities

• Act as the technical lead for desktop, voice network, SSA and State of NM support and analysis, ensuring timely resolution of all reported issues.
• Provide expert support for the DDS IT help desk and coordinate with federal SSA counterparts or State IT leadership as needed.
• Manage federal systems access and compliance for the New Mexico Disability Determinations department, enforcing separation of duties and least privilege.
• Serve as agency subject matter expert on SSA printer needs, SSA infrastructure, Amazon Connect issues, data gathering, inventory monitoring, reporting, and Active Directory access management.
• Escalate complex hardware, software, peripheral, and networking problems to State NM, SSA IT, or vendor resources as appropriate.
• Document, track, and monitor system problems to facilitate timely resolutions.
• Update the knowledge base with resolved methods, policies, procedures, and business processes.
• Provide professional end user support, technical guidance, and IT training to staff in accordance with SSA and NM/NMDVR policies and regulations.
• May lead or supervise lower level staff as needed.
• Stay current on industry standards and evolving technologies, sharing insights with DDS/DVR leadership in a positive, collaborative manner.
• Assist in evaluating, testing, and implementing operating systems, applications, and peripherals.
• Diagnose and resolve IT and TelCom issues for both SSA and State NM environments, from simple to complex.
• Maintain DDS systems inventory and manage inventory via the SSA Asset Management Portal (AMP).
• Serve as the agency systems security officer and participate in related audits and compliance efforts.
• Assist end users with help desk issues and create SSA or SNM tickets to escalate access issues as needed.
• Coordinate internal security and access controls, reporting, and disaster recovery readiness.
• Support communications by producing clear correspondence, basic reports, emails, and data-tracking spreadsheets to ensure compliance.
• Conduct routine system maintenance, document deficiencies, and drive timely resolutions for all issues.
• Assist with inspections logistics and secure access for vendors and key stakeholders.
• Adhere to federal and state audit requirements, conducting routine reviews of systems information and compliance.
• Provide ongoing training and support for system access controls, printers, phones, and audit reporting per guidelines.
• Deliver clear communications to stakeholders on system responsibilities, emergency preparedness, security controls, and data reporting.
• Collaborate on solutions and workarounds when stakeholders identify needs.

Requirements

• High School diploma or equivalent
• Two (2) years of experience delivering technical support to end-users for computer hardware, software, and network-related issues
• Any combination of education from an accredited college or university in a related field and/or direct occupation experience totaling two (2) years may substitute for the required experience

Technologies

• Amazon Connect
• Active Directory
• SSA Asset Management Portal (AMP)

Compensation

Hourly rate: USD 27 - 41

Location

Albuquerque, NM onsite

Employment Requirements

• Successful passing of a background investigation

Working Conditions

• Office setting with extensive computer and phone usage; some travel may be required
• Ability to lift up to 50 lbs

Supplemental Information

Total compensation information is available for this position.

Agency Contact Information

• Charles Hamlin — phone: (505) 803-4986
• The NMDVR is an equal opportunity employer. If an applicant requires a reasonable accommodation to participate in the interview process, please inform the agency contact listed.

Bargaining Unit

• Not covered by a collective bargaining agreement