$29.37 – $46.99 Hourly
$61,089 – $97,742 Annually
This position is a Pay Band ID
Posting Details
Interviews are anticipated to be conducted within two weeks of closing date.
Why does the job exist?
Supervise a technical support team which provides end user support services, coordinate workloads and ticket distribution. Lead tech support call queue and manage call flow and tickets for technical support issues.
How does it get done?
Manage the workflow and assignments of work to technical support staff including deskside support, ticketing and call center phone calls. Monitor status and ensure completion of work. Serve as technical expert and manage work ticket escalations and coordination.
Who are the customers?
Agency staff, other state staff, citizens and employers.
Ideal Candidate
Technical and supervisory experience in Deskside support, call center operations
Experience with call center applications and IT Ticketing systems
Experience with inventory / asset management
Minimum Qualification
Associate’s degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering or similar technical degree and two (2) years 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 Education Experience 1 High School Diploma or Equivalent AND 4 years of experience OR High School Diploma or Equivalent AND 4 years of experience 2 Associate’s degree in the field(s) specified in the minimum qualification AND 2 years of experience Associate’s degree or higher in any field AND 4 years of experience 3 Bachelor’s degree or higher in the field(s) specified in the minimum qualification AND 0 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. In state travel is required.
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.