What are the responsibilities and job description for the IT Support Technician (EDD #3734) position at State of New Mexico?
Posting Details
The New Mexico Economic Development Department (NMEDD) works to enhance the state's economic growth and vitality by supporting businesses, communities, and individuals throughout New Mexico. NMEDDs mission is to create a diverse, sustainable economy through strategic partnerships, policies, and programs that foster job creation and business development.
The position will be within the Information Technology Department of NMEDD.
Interviews are anticipated to be conducted within two weeks of closing date.
Why does the job exist?
Under general supervision, provide Tier 1 (basic) and Tier 2 (more complex) technical support to end-users for computer hardware, software, and/or network related problems.
Resolve basic problems while referring more complex problems to intermediate and/or senior level.
How does it get done?
Diagnose and resolve basic and more complex problems; respond to escalated problems from clients; perform triage, provide remote problem resolution, when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.
Serve as a technical expert or tier 2 support in a help desk.
Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate supervisor/manager.
added responsibilities include:
1. Provides Tier 1 and Tier 2 IEU support for all hardware, software, peripheral components and network connectivity for end users.
2. Troubleshoot, diagnose and resolve basic and complex problems with our end users in house and remote.
3. Help Desk Monitoring and supervising all tickets for response and timely efficiency. Monitor and report from start to close of HD tickets.
4. Document and tracks all distribution of EDD computer equipment to new employees.
5. Daily reports to next level support on all activities with ticketing and IT issues.
6. Maintain Inventory for all IT computer equipment, software licensing.
Who are the customers?
All employees in the Economic Development Department, Office of Military Base Planning and New Mexico Border Authority.
1. NMEDD Cabinet Secretary
2. NMEDD Deputy Cabinet Secretary
3. NMEDD CFO
Ideal Candidate
All employees in the Economic Development Department, Office of Military Base Planning and New Mexico Border Authority.
1. NMEDD Cabinet Secretary
2. NMEDD Deputy Cabinet Secretary
3. NMEDD CFO
Minimum Qualification
High School Diploma or equivalent and six (6) months of related work 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
Employment Requirements
Must maintain a valid drivers license.
Must obtain and maintain a state of New Mexico Defensive Driving Certificate as a condition of continued employment.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT's, VDT's and UV rays.
Stress associated with working in a high-ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns.
Requires the ability to reach above the head; lift up to 50 pounds.
Requires the use of manual dexterity while operating a computer keyboard.
Work may be required between the Albuquerque and Santa Fe office with occasional travel to New Mexico Border Authority in Santa Theresa, NM
Occasionally work extra hours, on weekends and holidays.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Julie Dolan Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement.
The New Mexico Economic Development Department (NMEDD) works to enhance the state's economic growth and vitality by supporting businesses, communities, and individuals throughout New Mexico. NMEDDs mission is to create a diverse, sustainable economy through strategic partnerships, policies, and programs that foster job creation and business development.
The position will be within the Information Technology Department of NMEDD.
Interviews are anticipated to be conducted within two weeks of closing date.
Why does the job exist?
Under general supervision, provide Tier 1 (basic) and Tier 2 (more complex) technical support to end-users for computer hardware, software, and/or network related problems.
Resolve basic problems while referring more complex problems to intermediate and/or senior level.
How does it get done?
Diagnose and resolve basic and more complex problems; respond to escalated problems from clients; perform triage, provide remote problem resolution, when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.
Serve as a technical expert or tier 2 support in a help desk.
Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate supervisor/manager.
added responsibilities include:
1. Provides Tier 1 and Tier 2 IEU support for all hardware, software, peripheral components and network connectivity for end users.
2. Troubleshoot, diagnose and resolve basic and complex problems with our end users in house and remote.
3. Help Desk Monitoring and supervising all tickets for response and timely efficiency. Monitor and report from start to close of HD tickets.
4. Document and tracks all distribution of EDD computer equipment to new employees.
5. Daily reports to next level support on all activities with ticketing and IT issues.
6. Maintain Inventory for all IT computer equipment, software licensing.
Who are the customers?
All employees in the Economic Development Department, Office of Military Base Planning and New Mexico Border Authority.
1. NMEDD Cabinet Secretary
2. NMEDD Deputy Cabinet Secretary
3. NMEDD CFO
Ideal Candidate
All employees in the Economic Development Department, Office of Military Base Planning and New Mexico Border Authority.
1. NMEDD Cabinet Secretary
2. NMEDD Deputy Cabinet Secretary
3. NMEDD CFO
Minimum Qualification
High School Diploma or equivalent and six (6) months of related work 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
Employment Requirements
Must maintain a valid drivers license.
Must obtain and maintain a state of New Mexico Defensive Driving Certificate as a condition of continued employment.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT's, VDT's and UV rays.
Stress associated with working in a high-ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns.
Requires the ability to reach above the head; lift up to 50 pounds.
Requires the use of manual dexterity while operating a computer keyboard.
Work may be required between the Albuquerque and Santa Fe office with occasional travel to New Mexico Border Authority in Santa Theresa, NM
Occasionally work extra hours, on weekends and holidays.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Julie Dolan Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement.