What are the responsibilities and job description for the Technical Support I position at State of New Mexico?
16.50 - $26.40 Hourly
34,326 - $54,922 Annually
This position is a Pay Band IA
Posting Details
The Workforce Technology Division provides technical support to the Department of Workforce Solutions staff, New Mexico employers, and New Mexico citizens.
Candidates are required to submit to a pre-employment background check, which will include employment verification, criminal background check, and extensive reference check. If you do not accept, you will not be considered for the position.
Interviews will be conducted within two weeks of posting closing date.
Why does the job exist?
The IT End User Support I provides tier I desktop support to all staff at the Department of Workforce Solutions. This position answers technical support questions regarding accounts, technical issues, and various other questions to be routed to appropriate staff.
How does it get done?
Act as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate tier 2 and / or tier 3 support teams.
Documents, tracks and monitors the problem to facilitate a timely resolution.
Answers questions and gives information, advice and instructions to clients on such issues as email and password reset.
Provide installation, upgrade, configuration, and troubleshooting computing and communication devices and peripherals.
Ensure practice of department security standards.
Update daily status reports and shift handover reports if applicable.
Gather asset inventory and software license information.
Provide excellent customer service.
Apply diagnostic techniques for problem troubleshooting.
Who are the customers?
Department of Workforce Solutions Staff, Users, Employers, Citizens of New Mexico.
Ideal Candidate
The ideal candidate will have A Certification and Security Certification. They will also have experience in with technical support ticketing systems, call center experience. The ideal candidate will also be fluent in Spanish.
Minimum Qualification
High School diploma or equivalent and six (6) months of experience in 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 this occupation totaling six (6) months may substitute for the required experience.
Substitution Table
No job description available
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 must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.
Working Conditions
Work is performed in an office setting with exposure to Visual / Video Display Terminal (VDT) and extensive personal computer and phone usage. Some bending, standing, and lifting up to 35 pounds. Driving to area offices around the state.
Supplemental Information
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Agency Contact Information : Daniel Vigil, 505-795-4385 Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms / conditions of that agreement apply and must be adhered to.
Salary : $34,326 - $54,922
