Senior IT Support Technician (NMDOJ #1025)

Under the leadership of Attorney General Raúl Torrez, the New Mexico Department of Justice (NMDOJ) serves as the chief legal authority for the state of New Mexico. The NMDOJ works to ensure that the rule of law is upheld, and the rights of all citizens are protected.

The NMDOJ works to protect every community in New Mexico and empower vulnerable populations. We believe in giving a voice to those who may feel unheard, an effort that ensures everyone’s rights are recognized and respected.

As a valued New Mexico Department of Justice employee, you will receive a hiring bonus of forty (40) hours of leave at your start date to be used at any time. This is in addition to standard leave accrual for employees.

This posting is 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 exists to ensure the reliable operation of the Department’s technology environment by providing advanced technical support to end users and maintaining critical Information Technology (IT) systems. Serving as the primary point of contact for hardware, software, network, and system issues, the Senior IT Support Technician diagnoses and resolves technical problems to minimize disruptions and ensure employees can perform their duties effectively.

The position is essential to maintaining the efficiency, security, and stability of the Department’s technology infrastructure through timely problem resolution, preventative maintenance, equipment deployment, and responsive customer support. By resolving issues at the earliest possible stage, this position reduces system downtime, enhances the user experience, and improves organizational productivity.

As a key member of the IT team, this position also triages complex support requests and escalates specialized issues when necessary, allowing higher-level technical staff to focus on strategic initiatives while ensuring uninterrupted day-to-day IT operations. How does it get done?

• Serve as the primary point of contact for end users by providing technical support through phone, email, remote support, and in-person assistance.
• Diagnose, troubleshoot, and resolve hardware, software, network, and system issues to restore service and minimize operational disruptions.
• Assess, prioritize, and triage support requests, determining the appropriate resolution or escalation path based on complexity and business impact.
• Escalate complex or specialized technical issues to appropriate IT personnel while ensuring effective communication and timely follow-up.
• Install, configure, deploy, and maintain computer hardware, software, peripherals, and related technology equipment.
• Document support requests, resolutions, and system changes to maintain accurate records, support knowledge sharing, and improve service delivery.
• Provide end-user guidance and basic technology training to promote effective use of IT resources, reduce recurring issues, and enhance productivity.
• Perform preventative maintenance and routine system support to ensure the reliability, security, and availability of the Department’s technology environment.

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

Candidate must possess and maintain a valid Driver’s License and current Defensive Driving Course Certification from the State of New Mexico; or must obtain a Defensive Driving Course Certification within six (6) months of hire as a condition of continued employment.

Pre-employment background investigation is required and is conditional pending results. 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 lift up to 50 lbs. Supplemental Information