IT Associate Systems Administrator (DOH/ITSD#10888)

This position serves as Associate IT Systems Administrator for the Northeast Region (Region 2) of the Service Management Bureau (SMB) in the Information Technology Services Division (ITSD) for the Department of Health (DOH). Post of duty for this position is the New Mexico Behavioral Health Institute in Las Vegas, NM. This position will support NMBHI, Las Vegas area DOH operations, and other regional needs as assigned. Why does the job exist?

The Department of Health Information Technology Services Division provides technical support for over 3,000 computers and computer systems throughout the state of New Mexico. The Associate IT Systems Administrator position is responsible for maintaining desktop hardware required for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities as well as state-run facilities and hospitals. Infrastructure maintained by this staff facilitates the operations of NMWIC, Immunization Services, Family Planning Services, Behavioral Health Services, Substance Abuse Recovery Services, Medical Cannabis Program, SLD, FBMC, NMSVH, SATC, Turquoise Lodge, Los Lunas Community Program, and NM Behavioral Institute. As Level 2 support, this position is responsible for the timely and satisfactory resolution of customer service requests that have been escalated beyond Level 1 support. Support is provided to customers in-person and via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests. This position is expected to work within a Service Management platform, accepting, documenting, and completing tickets that are assigned to their service area. This position resolves service requests including network outages and computer failures. This position installs, configures, and maintains software on workstations and works with the Network Operations team. This position will support purchased equipment for DOH, including receiving documentation, deployment, and recycling of purchased equipment. This position is expected to participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results. This position supports systems that serve the programs New Mexico residents depend on. How does it get done?

Tasks include responding to IT customer service incidents and service requests; computer and network hardware and infrastructure deployment, maintenance, and repair; participation in technical projects including evaluating, upgrading, and implementing software and hardware systems; and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Multi-tasking is required to accomplish many tasks at once and achieve an overall successful rate of task resolution. This position is responsible for investigating the cause of each incident, evaluating the possible solutions, and selecting the appropriate course of resolution. Who are the customers?

This position supports Department of Health employees, contractors, and partners.

Associate Degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in end user support, systems administration, network administration, or any related field. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience. Employment Requirements

Must possess and maintain a valid Driver’s License. Working Conditions

Working in cramped positions installing hardware multiple times a day can be physically difficult. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the individual. Managing multiple high-priority issues at different locations can require the individual to perform at a consistently high level of energy for extended periods of time. This position requires extensive physical activity on a daily basis, including long periods of visual acuity in front of a computer screen, standing while performing manually strenuous tasks, listening to input from customers via telephone while working on a computer, and repetitive stooping, crouching, kneeling, and bending, while lifting, grasping, and manipulating computer hardware. Support of computer hardware that may be located overhead or in cramped, poorly ventilated locations is required. Use of a state vehicle will be required for travel to Region office sites. Supplemental Information