Senior IT Support Technician; DMA

Position: Senior IT Support Technician (DMA #00031745)
$26.57 - $39.86 Hourly

$55,273 - $82,909 Annually

This position is a Pay Band C7

Posting Details

THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.

The purpose of the Department of Military Affairs (DMA) is to support the New Mexico National Guard (NMNG) as it fulfills its dual mission of defending the nation and protecting New Mexico citizens during state of emergencies. Priorities of the Information Technology Division (ITD) are infrastructure management to include network and server administration, cybersecurity to ensure safeguarding the agency
¿ s data and information security, and operational oversight to facilitate efficient business processes.

Why does the job exist?

The Senior IT Support Technician is responsible for supporting the employees of the Department of Military Affairs, New Mexico National Guard and various programs within the agency throughout the state of New Mexico. Support is provided to customers in-person, via telephone, email and using remote tools to troubleshoot, analyze, diagnose and resolve hardware and software incidents and service requests. The employee will strive to meet the performance measures of 90% customer satisfaction.

How does it get done?

The Senior IT Support Technician key responsibilities include, but are not limited to:

* Configure PCs and laptops, printers, scanners and other hardware that staff rely on to complete their jobs.

* Supports deployment of agency workstations, servers, printers and mobile devices.

* Performs troubleshooting for DMA supported applications, workstations, network connectivity, video, enterprise systems, and general technology problems in a dynamic, complex, and time-sensitive environment.

* Documents, tracks, and monitors the problem to facilitate a timely resolution. Updates global knowledge database for problem resolution.

* Provides technical guidance and advanced training.

* Keeps current in industry standards, evolving technologies, and methodologies.

* Assists in the evaluation and selection of operating systems, applications and peripherals.

* Diagnoses and resolves complex problems; provided remote resolution when possible.

* Escalates more advanced IT issues to the appropriate personnel to provide effective and timely service resolution.

Who are the customers?

Employees of the Department of Military Affairs, the New Mexico National Guard, the New Mexico National Guard Challenge Academies and the citizens of the state of New Mexico.

Ideal Candidate

The Ideal Candidate has:

* IT knowledge and experience with IT hardware and software and the ability to provide timely support to end users within the assigned areas

* Knowledge and experience with Microsoft Active Directory Account Administration

* Knowledge of network security practices, anti-virus, and encryption software

* Ability to relate well to people from varied backgrounds

* Ability to communicate effectively, both orally and in writing with peers, clients, customers and higher-level staff

* Experience working with computer imaging software in an enterprise environment

Minimum Qualification

High School diploma or equivalent and two (2) years 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 two (2) years may substitute for the required experience.

Employment Requirements

Employment is subject to background check and is conditional pending results. Must possess and maintain a valid Driver's License with no limitations or restrictions. 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 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 travel may be required. Ability to loft up to 25 lbs.

Supplemental Information

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Agency Contact Information:
Angela Martinez, CIO, Angela.

Martinez.gov, 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.