Senior IT Support Technician (DOT/GO/BUS SUP #54804)

• Ensure the reliability and efficiency of the agency’s technology systems that support statewide transportation services.
• Support a fast-paced IT environment that is essential to delivering safe, innovative, and effective transportation solutions for New Mexico.
• Provide front-line technical support to employees across the state to resolve issues and maintain system performance.
• Maintain a seamless and dependable technology experience for all team members.
• Sustain critical IT operations that enable the agency to serve New Mexico’s citizens with excellence.

How does it get done?

The primary responsibilities of this position will include:

• Provide advanced technical support for computer hardware, software, printers, mobile devices, and network systems to ensure reliable and secure operation of IT resources.
• Serve as Tier 3 / senior-level support and the primary escalation point for complex technical issues that cannot be resolved by lower-level technicians.
• Diagnose, troubleshoot, and resolve advanced system, application, and network problems both on-site and remotely.
• Monitor system performance and ensure computer equipment and peripheral devices are functioning efficiently and securely.
• Maintain operational logs, service records, and documentation of incidents, resolutions, and system changes.
• Install, configure, test, and maintain operating systems, software applications, and hardware components.
• Perform routine maintenance tasks such as system updates, backups, antivirus monitoring, patching, and performance checks.
• Assist in testing, deployment, and troubleshooting of new software, systems, and technology solutions.
• Develop, update, and maintain technical procedures, knowledge base articles, and support documentation.
• Provide technical guidance, mentoring, and training to lower-level IT Support Technicians and help desk staff.
• Assist management in developing and improving End User Support processes, standards, and workflows.
• Evaluate and recommend hardware, software, and peripheral equipment based on agency needs and industry standards.
• Coordinate with network, security, systems, and vendor support teams to resolve complex or enterprise-level issues.
• Respond to service requests received by phone, email, ticketing system, or in person, ensuring timely resolution and customer satisfaction.
• Support after-hours, weekend, or special event operations when required, including system maintenance, upgrades, or agency events.
• Ensure compliance with agency policies, security standards, and IT best practices.

Who are the customers?

The organization as a whole and the End User Support Team.

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

Must possess and maintain a valid Driver’s License. Must possess and maintain a current Defensive Driving Course certificate from the State of New Mexico or must pass and receive a Defensive Driving Course certificate as a condition of continued employment. 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

The New Mexico Department of Transportation (NMDOT) operates under the General Office located in Santa Fe, NM. As a vital entity within the IT Division, we are committed to ensuring the smooth functioning of technological infrastructure and support systems essential for the state’s transportation operations.