Senior Tier-3 IT Support Engineer

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

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.