Senior IT Support Technician - (DVR #10432+)

The Senior IT Support Technician positions will serve as the technical expert on desktop, phone network, SSA/State of New Mexico network support and analysis, ensuring resolution of all reported issues. These positions serve as a technical expert or support in the DDS IT help desk and will work with federal SSA counterparts, and/or State of New Mexico IT chain of command. These positions will support the New Mexico Disability Determinations department in all aspects of federal systems access and compliance for all end user support functions, following separation of duties and concept of least privilege. These positions will serve as the agency subject matter expert on SSA Printer needs and solutions, SSA Infrastructure, Amazon Connect phone issues and data gathering, inventory monitoring and reporting, active directory and user access/removal needs. These positions will serve as the point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance and will escalate more complex problems to appropriate State of New Mexico, SSA IT, or vendor resources These positions will be responsible to document, track, and monitor the systems problems and facilitate a timely resolution. These positions will be expected to update knowledge database with problem resolution methods, strategies, policies, procedures and business processes. These positions will provide professional end user customer support, technical guidance and systems/IT training to staff, following SSA and/or State of New Mexico/NMDVR policies, procedures, rules and regulations. These positions may lead or direct lower-level staff. These positions are expected to stay current on industry standards, evolving technologies, and methodologies and share this information with DDS/DVR leadership in a positive and collaborative approach. These positions may assist in the evaluation, testing and implementation of operating systems, applications, and peripherals. These positions will diagnose and resolve both simple and complex IT and TelCom (both SSA and State of New Mexico) problems. These positions will maintain all DDS systems inventory and use SSA Asset Management Portal (AMP) to manage inventory. These positions will serve as the agency systems security office and will participate in all systems related audit needs and compliance efforts. How does it get done?

Assist end users(internal customers) on all IT help desk issues. May create SSA or S0NM help desk tickets to escalate issues outside of access. Assist with coordination of the agency internal security/access controls which include, but is not limited to, systems access, systems security controls, reporting, and emergency preparedness/disaster recovery. Supports communication efforts by effectively creating clear and concise correspondence, creating basic reports, generating emails, and utilizing spreadsheets to track inventories, gather data and ensure compliance. Conduct routine systems maintenance and document identified deficiencies, track those deficiencies and provide timely resolutions for all systems issues. Will assist in the coordination of required inspections and facility secure access escorting of vendors/key stakeholders. Adheres to federal and state auditing requirements and timelines. Conducts routine review of agency systems information and compliance, following agency and/or state/federal policies, procedures, rules, regulations. Provide ongoing training and support for agency systems access controls, printer and phone needs, and audit reporting requirements following federal and state guidelines. Provide routine communication to stakeholders on systems responsibilities and emergency preparedness, systems security plan, systems access controls, and data reporting. Collaborates on solutions and potential workarounds when stakeholders identify needs. Who are the customers?

Citizens of New Mexico, Internal customers within the New Mexico Disability Determinations unit, and agency key stakeholders.

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

Successful passing of a background investigation. 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