Technical Support Specialist

Join Village of Los Lunas as a Technical Support Specialist and become part of a team focused on solid IT service delivery. This onsite role offers a salary range of USD 53,552 - 66,622 per year and is based in Los Lunas, NM. You will provide Tier 1/2 IT support to Village employees, assisting with troubleshooting, system familiarization, device and application support, and management of both cloud and on-premises systems, with a strong emphasis on customer service and thorough documentation.

Responsibilities

• Deliver Tier 1 and Tier 2 technical support to Village staff by addressing inquiries and resolving IT-related issues.
• Guide users through troubleshooting steps, resolve technical problems, and provide guidance on basic IT procedures.
• Develop a working understanding of all Village IT systems to offer effective initial support.
• Learn the Village computing devices—desktops, notebooks, tablets, and phones—along with their associated applications.
• Provide assistance and guidance to users in operating and troubleshooting various devices and applications.
• Troubleshoot hardware and software issues on desktops, notebooks, and other devices.
• Assist users with technology systems both on premises and in the cloud, as directed by Village leadership.
• Collaborate with other IT staff to ensure seamless operation of both cloud and on-premises systems.
• Maintain accurate documentation of support requests, troubleshooting steps, and solutions provided.
• Provide regular reports on common support issues to help improve the user experience.
• Deliver excellent customer service to Village employees, ensuring IT needs are met efficiently.
• Maintain a professional and courteous demeanor while assisting users.

Requirements

• High school diploma or GED certificate required.
• Minimum of 2 years of experience in General Information Technology.
• An associate degree in a related field may substitute for two years of experience.
• Solid familiarity with a broad range of computing devices and applications.
• Proficient in diagnosing and resolving hardware and software issues.
• Basic understanding of cloud computing environments.
• Strong communication and interpersonal skills.
• Proven ability to learn quickly and adapt to new technologies.
• Excellent problem-solving abilities and patience when assisting users.