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

- **Company:** State of New Mexico
- **Location:** Santa Fe, NM, United States
- **Experience:** Expert
- **Salary:** $56,930.0 - $85,405.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Monitoring of Systems, Issue Tracking Systems, Information Technology Operations, Computer Networking Systems, Computer Equipment, Hardware Infrastructure, 3-tier Architectures
- **Published:** October 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c6bcda229cee47b2

## About the Role

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

## Description

* 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.