Senior IT Support Technician (DWS #10114085)

New Mexico Department of Justice; Albuquerque (NM); On-site; USD 65,000 - 90,000; Full time

Job summary

Department of Workforce Services (DWS) seeks an experienced Tier 3 end-user technical support specialist to ensure consistent, reliable computing operations across the agency. You will act as the highest-level escalation point, guiding Tier 1 and 2 staff while supporting internal staff, field offices, and remote workers.

The role emphasizes analytical problem-solving, strong customer service, and leadership in improving support processes and service delivery for agency applications and systems.

Qualifications

• Provides Tier 3 end-user technical support and escalation for complex hardware, software, network, and system issues.
• Strong analytical and troubleshooting skills with a customer-service focus.
• Experience with enterprise environments and agency-specific applications is preferred.

Responsibilities

• Serve as final escalation point for high-impact issues and guide Tier 1/2 staff.
• Mentor and collaborate with Tier 1/2 staff; participate in technical projects and workgroups.
• Manage IT account access, onboarding, offboarding, and access changes in Active Directory and agency apps.
• Assist in planning, coordinating, and administering end-user technology services across DWS locations.

Skills

Tier 3 support

Analytical skills

Troubleshooting

Customer service

Leadership mentoring

Education

High School diploma or equivalent

Job description

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For more Job Requirements & Classification Description:

The Workforce Technology Division strives to provide reliable, integrated and effective solutions to increase our Agency efficiency on the job; provide a secure technology environment for DWS employees and the constituents we serve; evaluate, procure, and implement the appropriate technology tools which support the goals of DWS and ensure support for continuous improvement in operations.

Why does the job exist?

This position exists to provide advanced technical support services for the Department of Workforce Services (DWS) and to ensure consistent, reliable end-user technology operations across the agency. The role serves as the highest-level escalation point for complex technical issues, supports business operations for both internal staff and external customers, and helps maintain standardized, efficient end-user computing environments that enable DWS programs and services.

How does it get done?

The position provides Tier 3 end-user technical support and serves as the final escalation point for complex or high-impact hardware, software, network, and system issues. It diagnoses and resolves issues escalated from Tier 2 support and provides technical leadership, guidance, and training to Tier 1 and Tier 2 staff. The role may lead or participate in technical projects and workgroups and is responsible for managing IT account access for DWS staff, including onboarding, offboarding, and access changes in Active Directory and agency applications. In addition, the position supports planning, coordination, and administration of end-user technology services across DWS locations.

Who are the customers?

This position supports DWS internal staff, field office personnel, remote workers, contractors, and external partners and customers who rely on DWS technology services. The role works closely with the End User Support team, agency leadership, and program areas to ensure technology systems function effectively in support of public-facing services and internal operations.

Ideal Candidate

The ideal candidate is an experienced technical support professional with strong analytical and troubleshooting skills and a customer-service-focused approach. They have experience supporting enterprise environments and working with agency-specific or line-of-business applications, including DWS applications and systems or comparable workforce, case management, or public-facing service platforms. The candidate is comfortable supporting both internal staff and external customers and can communicate technical information clearly and effectively. They demonstrate leadership through mentoring and collaboration with Tier 1 and Tier 2 staff, manage multiple priorities in a fast-paced environment, and proactively identify opportunities to improve technical support processes, system reliability, and service delivery.

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 current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

Working Conditions

Work is mostly performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending and reaching may be required.

Supplemental Information

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

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.