$16.34 – $26.14 Hourly
$33,986 – $54,378 Annually
This position is a Pay Band IA
Posting Details
Interviews are anticipated to be conducted within two weeks of closing date.
This posting may be used to fill multiple positions.
Why does the job exist?
Under direct supervision, provide Tier 1 technical support to end-users for computer hardware, software, and/or network related problems. Resolve basic problems while referring more complex problems to intermediate and/or senior level. Assist staff and claimants with access to DWS systems.
How does it get done?
Act as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate tier 2 and/or tier 3 support teams. Documents, tracks and monitors the problem to facilitate a timely resolution. Answers questions and gives information, advice and instructions to clients on such issues as email and
password reset. Provide installation, upgrade, configuration, and troubleshooting computing and communication devices and peripherals. Ensure practice of department security standards. Update daily status reports and shift handover reports if applicable. Gather asset inventory and software license information. Provide excellent customer service. Apply diagnostic techniques for problem troubleshooting.
Who are the customers?
Department of Workforce Solutions Staff, Users, Employers, Citizens of New Mexico.
Ideal Candidate
A+ Certification
Security + Certification
Experience in a technical support ticketing system.
Spanish speaking
Call Center experience
Minimum Qualification
High School Diploma or Equivalent and six (6) months of experience in providing technical support to end-users for computer hardware, software, and/or network related problems. Substitutions Apply. See Substitution Table below.
Substitution Table
These combinations of education and experience qualify you for the position:
Education Experience 1 High School Diploma or Equivalent AND # of months or years of experience specified in the minimum qualification 2 Associate’s Degree AND Zero years of experience
• Education and years of experience must be related to the purpose of the position.
• If Minimum Qualification requires a specific number of “semester hours” in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.
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 bending, standing, and lifting up to 35 pounds.
Supplemental Information
Benefits:
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Agency Contact Information: Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement.