Senior IT Support Technician (NMDOJ #1025)

New Mexico Department of Justice; Albuquerque (NM); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

40 hours leave bonus at start date

Job summary

New Mexico Department of Justice in Albuquerque seeks a Senior IT Support Technician to provide advanced technical support for end users and maintain critical IT systems.

The role covers hardware, software, network issues, and Microsoft 365 administration; requires strong problem solving, customer service, and the ability to manage multiple priorities in a fast-paced government environment.

Qualifications

• This role requires advanced technical support and troubleshooting across hardware, software, network, and OS in a multi-user environment.
• Experience with Microsoft 365 administration and support is required.
• Strong analytical and problem-solving skills with attention to detail and data security.

Responsibilities

• Serve as the primary contact for end users via phone, email, remote support, and in-person help.
• Diagnose, troubleshoot, and resolve hardware, software, network, and system issues to restore service quickly.
• Assess, prioritize, and triage support requests and escalate when needed.
• Document requests and changes to maintain records and improve service delivery.

Skills

Advanced technical support

Troubleshooting

Customer service

Analytical skills

Prioritization

Education

High School diploma or equivalent

Tools

Microsoft 365

Outlook

Teams

SharePoint

Job description

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For more Job Requirements & Classification Description:

Under the leadership of Attorney General Raúl Torrez, the New Mexico Department of Justice (NMDOJ) serves as the chief legal authority for the state of New Mexico. The NMDOJ works to ensure that the rule of law is upheld, and the rights of all citizens are protected.
The NMDOJ works to protect every community in New Mexico and empower vulnerable populations. We believe in giving a voice to those who may feel unheard, an effort that ensures everyone's rights are recognized and respected.
This posting is used for ongoing recruitment and may close at any time. Applicant lists may be screened more than once.
As a valued New Mexico Department of Justice employee, you will receive a hiring bonus of forty (40) hours of leave at your start date to be used at any time. This is in addition to standard leave accrual for employees.

Why does the job exist?

This position exists to ensure the reliable operation of the Department's technology environment by providing advanced technical support to end users and maintaining critical Information Technology (IT) systems. Serving as the primary point of contact for hardware, software, network, and system issues, the Senior IT Support Technician diagnoses and resolves technical problems to minimize disruptions and ensure employees can perform their duties effectively.
The position is essential to maintaining the efficiency, security, and stability of the Department's technology infrastructure through timely problem resolution, preventative maintenance, equipment deployment, and responsive customer support. By resolving issues at the earliest possible stage, this position reduces system downtime, enhances the user experience, and improves organizational productivity.
As a key member of the IT team, this position also triages complex support requests and escalates specialized issues when necessary, allowing higher-level technical staff to focus on strategic initiatives while ensuring uninterrupted day-to-day IT operations.

How does it get done?

• Serve as the primary point of contact for end users by providing technical support through phone, email, remote support, and in-person assistance.
• Diagnose, troubleshoot, and resolve hardware, software, network, and system issues to restore service and minimize operational disruptions.
• Assess, prioritize, and triage support requests, determining the appropriate resolution or escalation path based on complexity and business impact.
• Escalate complex or specialized technical issues to appropriate IT personnel while ensuring effective communication and timely follow-up.
• Install, configure, deploy, and maintain computer hardware, software peripherals, and related technology equipment.
• Document support requests, resolutions, and system changes to maintain accurate records, support knowledge sharing, and improve service delivery.
• Provide end-user guidance and basic technology training to promote effective use of IT resources, reduce recurring issues, and enhance productivity.
• Perform preventative maintenance and routine system support to ensure the reliability, security, and availability of the Department's technology environment.

Who are the customers?

NMDOJ employees and the public.

Ideal Candidate

The ideal candidate will have the following experience:

• Providing advanced technical support and troubleshooting hardware, software, network, and operating system issues in a multi-user environment.
• Microsoft 365 administration and support, including Outlook, Teams, SharePoint, and other Microsoft applications.
• Installing, configuring, and maintaining computer hardware, software peripherals, and related technology equipment.
• Demonstrating strong analytical and problem-solving skills, excellent customer service, attention to detail, and the ability to manage sensitive information responsibly.
• Balancing multiple priorities by managing day-to-day technical support while contributing to IT projects in a fast-paced environment.

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

Candidate must possess and maintain a valid Driver's License and current Defensive Driving Course Certification from the State of New Mexico; or must obtain a Defensive Driving Course Certification within six (6) months of hire 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) and extensive personal computer and phone usage. Some travel may be required. Occasionally may be required to lift and move computer equipment and other materials weighing up to 50 lbs.

Supplemental Information

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Bargaining Unit Position

This position is not covered by a collective bargaining agreement.