Information Technology Support Technician (NMCD #54256)

Salary

$22.62 - $33.93 Hourly

$47,050 - $70,575 Annually

This position is a Pay Band C5

Posting Details

• APPLICATIONS SUBMITTED WITHOUT WORK EXPERIENCE OR A RESUME WILL NOT BE CONSIDERED. IF ATTACHING A RESUME, RESUME MUST INCLUDE DATES OF EMPLOYMENT FOR EACH JOB (MONTH & YEAR) AND DETAILS OF WORK EXPERIENCE/JOB DUTIES*

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

Why does the job exist?

The job exists to provide technical support to the NMCD end user community. The position is assigned to monitoring the NMCD Helpdesk support line and emails.

How does it get done?

The job provides remote technical support in a call center environment and gets done by performing as an End User Support technician answering calls received on the NMCD Helpdesk line. The position will troubleshoot and resolve Level I, II, & III technical issues as well as be responsible for the creation and administration of end user accounts.

Who are the customers?

The position provides support to the New Mexico Corrections Department Staff which consists of the Adult Prisons Division, Probation and Parole Division, Administrative Services Division, and the Adult Parole Board.

Ideal Candidate

The ideal candidate will have the following experience:

• Documenting, tracking and monitoring problems to facilitate a timely resolution;
• Answering questions and giving information, advice and instructions to clients on such issues as email and password resets;
• Providing installation, upgrade, configuration, and troubleshooting for computing and communication devices and peripherals;
• Providing excellent customer service and proven ability to professionally communicate via email;
• Applying diagnostic techniques for problem troubleshooting to identify root cause and direct to appropriate teams if escalation is needed
• Supporting Windows operating systems
• Working in a call center environment

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 possess and maintain a valid New Mexico Drivers License. Employment is subject to a pre-employment background investigation and is conditional pending results.

Working Conditions

Work is performed in an office setting within a corrections environment, which includes daily contact with inmates. Willingness to work in a correctional environment, may be required to work odd hours, overtime, holidays, and weekends.

Supplemental Information

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Agency Contact Information:Enzo Franco (505)827-8877 or email: Enzo.Franco@cd.nm.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.