Information Technology Support Technician (DWS #10112518)

The agency’s Workforce Technology Division (WTD) provides reliable, integrated and effective solutions to increase efficiency while providing a secure technology environment for employees and constituents. In addition, The WTD evaluates, procures, and implements appropriate technology tools to support agency goals as well as promoting continuous improvement in operations.

Interviews will be conducted within two weeks of the posting closure. Why does the job exist?

The IT End User Support position diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the unit supported, and dispatches out to clients for hardware issues not resolved remotely. Serves as a technical expert or tier 2 support in a help desk. Act as a first line of tier 1 and 2 calls on days scheduled for the call center. How does it get done?, Answering tech support calls for the call center Assisting staff with password resets in AD, Outlook and Share Diagnosing and resolving basic and more complex problems Responding to escalated problems from clients Performing triage Providing remote problem resolution when possible Dispatching problems to associated groups and dispatch out to clients for hardware issues not resolved remotely Serving as a technical expert or tier 2 support in a help desk Who are the customers?

Customers are DWS staff, UI claimants, NM employers, and NM job seekers.

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 Driver’s License and a current Defensive Driving Course Certificate (DDC) from the State of New Mexico. Must possess DDC within six (6) months of date of hire as a condition of continued employment. Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT’s, VDT’s and UV rays. Stress associated with working in a high ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns. Requires the ability to reach above the head; lift up to 50 pounds. Requires the use of manual dexterity while operating a computer keyboard. Supplemental Information