Senior IT Support Technician (NMED #10118385)

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

Benefits offered by this job

5 days leave from start date

Job summary

New Mexico Environment Department seeks a Senior IT Support Technician to ensure a secure and efficient computing environment. You will serve as escalation resource for hardware, software, and network issues and support day-to-day operations through proactive troubleshooting.

You will guide junior technicians, document solutions, and collaborate with specialized teams to deliver high-quality IT services to internal staff and external stakeholders.

Qualifications

• Strong troubleshooting across hardware, software and networks.
• Clear, customer-focused communication while assisting end users.
• Ability to prioritize and triage technical requests in a fast-paced help desk.
• Understanding core IT support practices such as monitoring and routine maintenance.

Responsibilities

• Serve as tier 3 support in a help desk.
• Escalate complex problems to appropriate IT staff or vendors.
• Document, track and monitor problems; update knowledge base.
• Provide technical guidance and training; mentor junior technicians.
• Diagnose and resolve complex problems; remote resolution when possible.

Skills

Troubleshooting

Customer communication

Prioritization

IT fundamentals

Education

High School diploma or equivalent

Job description

For more Job Requirements & Classification Description:

Department Name: Resource Management Division
Program Area: Office of Information Technology
Looking for a rewarding career and growth opportunity? The New Mexico Environment Department (NMENV) is seeking highly engaged talent to assist us in our mission to protect and restore the environment and foster a healthy and prosperous New Mexico for present and future generations. Come be a part of our great team for change! Learn more at: https://www.env.nm.gov/
As a valued new employee to the NMENV, you will receive five (5) full days of leave in your leave balances right from your start date.
NMED participates in E-Verify and will verify employment eligibility upon hire.
Interviews are anticipated to be conducted within two weeks of closing date.

Why does the job exist?

The purpose of this position is to ensure a reliable, secure, and efficient computing environment by providing advanced technical support and resolving complex hardware, software, and network issues. The Senior IT Support Technician serves as an escalation resource for technical concerns and supports the continuity of day-to-day operations through proactive troubleshooting, system maintenance, and collaboration with end users and specialized technical teams. This position also provides guidance to junior technicians and contributes to the consistent delivery of responsive, high-quality IT services.

How does it get done?

• Serves as a technical expert or tier 3 support in a help desk.
• Often serves as the final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems to appropriate IT staff or vendors.
• Documents, tracks, and monitors the problem to facilitate a timely resolution. Updates global knowledge database for problem resolution.
• Provides technical guidance and advanced training; may lead or direct lower-level staff.
• Diagnoses and resolves complex problems; responds to escalated problems from Tier 2; provides remote problem resolution when possible, dispatches problems to associated groups throughout the unit supported.

Who are the customers?

• New Mexicans to protect and restore the environment
• Occasional contact with external Federal, State and Local regulatory bodies as well as contractors and environmental not for profit organizations
• Internal staff

Ideal Candidate

The ideal candidate will have experience in the following:

• Demonstrating strong troubleshooting and problem-solving skills across hardware, software, and advanced network environments
• Providing clear, customer-focused communication when assisting end users with technical issues
• The ability to prioritize, triage, and resolve technical requests in a fast-paced support setting
• Understanding core IT support practices such as system monitoring, routine maintenance, and basic security awareness

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 Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

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 sitting, standing, bending and reaching may be required.

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.