Senior IT Support Technician (DOT/GO/BUS SUP #19371)

Onsite$56,930 - $85,405/yrPosted 3 weeks ago

Job details

Location
Santa Fe, New Mexico
Work type
Onsite
Compensation
$56,930 - $85,405/yr
Posted
3 weeks ago
Apply on
careers.share.nm.gov

About this role

Salary

 

$27.37 - $41.06 Hourly

$56,931 - $85,396 Annually

This position is a Pay Band C7

Posting Details

 
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.

As a valued new employee to NMDOT, you may be eligible to received three (3) days of administrative leave upon your start date. This is applicable to external hires not within the State of New Mexico Government.

Interviews are anticipated to be conducted within two weeks of closing date.

Why does the job exist?

 
The Senior IT Support Technician position exists to:

*  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.

Ideal Candidate

 
The ideal candidate will have preferred education and/or experience in the following areas:

*  Strong technical skills in desktop support, computer hardware, software applications, and local area network troubleshooting, with the ability to diagnose and resolve complex technical issues independently.
*  Supporting Windows operating systems, Microsoft 365, mobile devices, printers, and common enterprise software.
*  Active Directory, device management tools, remote support software, and ticketing systems is highly desirable.
*  Prioritizing workload, manage multiple tasks, and respond to escalated issues in a timely manner while maintaining accurate documentation.
*  Strong customer service skills and the ability to clearly communicate technical information to non-technical users are essential.
*  Mentoring or providing guidance to lower-level technicians is preferred.
*  Audiovisual (A/V) setup and support is highly desirable.
*  Assisting with commission meetings, conferences, and other events throughout the state that require setup and troubleshooting of projectors, microphones, sound systems, video conferencing equipment, and related technology.
*  Willingness to travel when needed and work independently to ensure successful event support.
*  Ability to work independently, exercise sound judgment, and collaborate with other IT staff, vendors, and management.
*  Strong organizational skills, attention to detail, and the ability to keep accurate records are essential.
*  System deployment, updates, backups, and basic network troubleshooting is preferred.

Minimum Qualification

 
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 primarily in an office setting with extensive use of a computer, phone, and video display terminal (VDT). The position requires frequent interaction with end users in person, by phone, email, and through a ticketing system. This position also requires travel to various locations throughout the state to provide technical support for field offices, meetings, and special events. Duties include setup and support of audio/visual equipment, computers, and network devices at remote sites, conference rooms, and public meeting locations. The job may require lifting and carrying computer equipment, monitors, printers, projectors, screens, and other IT or A/V equipment, occasionally weighing up to 50 pounds. The position involves bending, standing, walking, and working in different environments such as offices, conference facilities, warehouses, outdoor locations when supporting events. Work may occasionally be required outside normal business hours, including early mornings, evenings, weekends, to support system maintenance, upgrades, commission meetings and agency events.

Supplemental Information

 

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Agency Contact Information: Carlos Ulibarri, (505) 660-8779 Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

 
This position is not covered by a collective bargaining agreement.
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About New Mexico Department of Transportation

New Mexico Department of Transportation
Santa Fe, New Mexico
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