IT Support Technician (CYFD/ITD 32843)

New Mexico Department of Justice; Albuquerque (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

New Mexico Children, Youth and Families Department (CYFD) is seeking an IT Support Technician to keep agency operations secure and responsive across offices. You will provide frontline Tier 1 and Tier 2 technical support for hardware, software, and network issues, both remotely and in person.

Under supervision you will diagnose problems, document incidents, ensure security standards, manage assets, and assist with device maintenance, installations, and upgrades while delivering reliable user

Qualifications

• High School Diploma or equivalent and six months of related work experience in providing technical support to end users for computer hardware, software, and/or network-related problems.
• Must possess and maintain a valid Driver's License.
• Must pass and receive Defensive Driving Course Certification as a condition of continued employment.
• Pre-employment background investigation is required.

Responsibilities

• Provide frontline and tier 2 technical support (hardware, software, peripherals, networking) – includes first and second line response, triage, remote assistance, dispatching, escalations.
• Troubleshooting and diagnostics – apply diagnostic techniques, resolve issues, address system messages, monitor consoles, and correct errors.
• Installations, upgrades, configurations, and device maintenance – workstation setup, peripheral installs, and related support.
• Documentation and reporting – incident tracking, ticket updates, daily status logs, shift handovers.
• Security practices and compliance – adhere to departmental security standards and patching awareness.
• Asset management – inventory gathering, license tracking, and equipment status verification.

Skills

Technical troubleshooting

Customer service

Remote support

Team collaboration

Education

High School Diploma or equivalent

Job description

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For more Job Requirements & Classification Description:

At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well-being, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact. Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico's future.

Why does the job exist?

IT Support Technician position exists to ensure the agency operates efficiently, securely, and without unnecessary disruption. Under general supervision, technicians provide Tier 1 and Tier 2 technical support to end-users for computer hardware, software, and network-related issues. They resolve basic problems directly while referring more complex issues to intermediate or senior-level staff, ensuring each problem is handled at the appropriate level of expertise. This role serves as the primary technical support resource, providing both over the phone assistance and in-person support to offices across their assigned region on a routine basis. By responding quickly to technical issues, especially within mission-critical departments, the technician helps keep essential operations running smoothly and minimizes downtime that could affect service delivery.

How does it get done?

• Frontline and tier 2 technical support (hardware, software, peripherals, networking) - Includes first and second line response, triage, remote assistance, dispatching, escalations.
• Troubleshooting and diagnostics - Includes applying diagnostic techniques, resolving basic and complex issues, addressing system messages, monitoring consoles, correcting errors.
• Installations, Upgrades, Configurations, and Device Maintenance - Covers workstation setup, peripheral installs, communication device support, and resolving hardware breakdowns.
• Documentation and reporting - Incident tracking, ticket updates, daily status logs, shift handovers, job monitoring documentation.
• Security practices and compliance - Ensuring adherence to departmental security standards, secure configurations, patching awareness.
• Asset management - Inventory gathering, license tracking, equipment status verification.

Ideal Candidate

The ideal candidate is a reliable, customer-focused IT professional with strong technical troubleshooting skills and the ability to support users both remotely and in person across regional offices. They excel at diagnosing and resolving hardware, software, and network issues while maintaining high standards of security, documentation, and operational continuity. This individual communicates clearly, prioritizes critical departments, and collaborates effectively with internal teams as well as partner law enforcement, and partner State agencies. They are organized, adaptable, and capable of providing tier 2 expertise, training, and guidance to ensure stable, secure, and efficient technology operations throughout the agency.

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. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment. Pre-employment background investigation is required and is conditional pending results.

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

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Agency Contact Information: Clovice Yinkfu, [phone]. Email

For information on Statutory Requirements for this position

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.