State of New Mexico is hiring: IT Support Technician in Santa Fe

$21.96 - $32.94 Hourly

$45,680 - $68,520 Annually

This position is a Pay Band C5

Posting Details

The General Services Department (GSD) supports the operations of state government by providing essential services, including procurement, risk management, facilities management, transportation services, and printing services. The Technology and Systems Support Bureau (TSSB) provides technical support and systems management for the department. TSSB ensures that GSD's technology infrastructure operates efficiently, enabling seamless delivery of services to state agencies and the public.

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?

This position provides Level II technical support to end users experiencing issues with hardware, software, or IT services. This is position responds to inquiries, troubleshooting problems, resolving technical issues promptly and professionally.

How does it get done?

Key responsibilities:
- Receive and respond to end user support requests via phone, email, or ticketing system.
- Identify, analyze, and prioritize technical issues based on urgency and impact.
- Apply diagnostic techniques to determine root causes of hardware and software problems.
- Utilize technical expertise to troubleshoot and resolve issues efficiently.
- Document support activities, solutions, and outcomes in the appropriate system.
- Escalate unresolved issues to higher-level support as needed.
- Maintain a high level of customer service by communicating clearly and professionally with users.
- Perform other IT support-related duties as assigned.

Who are the customers?

The customers for this position will be all GSD users working in offices and in the field.

Ideal Candidate

The Ideal Candidate will have:

- Experience diagnosing and resolving complex technical issues.
- Experience responding to and resolving escalated client problems.
- Experience performing triage and providing remote technical support.
- Experience serving as a technical expert or Tier II support in a help desk environment, offering assistance across hardware, software, peripherals and networking systems.

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 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 as a condition of continued employment

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT), extensive personal computer and phone usage with extended periods of sitting. Some standing, bending, and reaching may be required, must be able to pick up and carry up to 40 lbs. Travel statewide is required.

Supplemental Information

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Agency Contact Information: Josh Gonzales. 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.