$29.37 – $46.99 Hourly
$61,089 – $97,742 Annually
This position is a Pay Band ID
Posting Details
This posting may be used to fill multiple vacancies.
This posting will be used to conduct an ongoing recruitment and will remain open until all positions have been filled.
Why does the job exist?
The IT End User Support – Supervisor will:
- Ensure an outstanding level of customer service by providing direct Information Technology (IT) support to Human Services Department (HSD) employees by supervising, mentoring, and training Help Desk staff.
How does it get done?
The IT End User Support – Supervisor is responsible for:
- Supervising the help desk staff;
- Monitoring the help desk queue and triage incoming incidents and requests;
- Prioritizing ticket escalation;
- Providing technical leadership of help desk staff;
- Collaborating with cross functional teams on special projects;
- Serving as the Subject Matter Expert (SME) on help desk tools;
- Setting desktop support standards.
Who are the customers?
The position serves HSD employees and stakeholders accessing HSD systems.
Ideal Candidate
The ideal candidate has:
- Certifications from Microsoft or CompTIA;
- Help Desk experience;
- Supervisory experience.
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 New Mexico Driver’s License.
Employment is subject to a pre-employment criminal history background investigation 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 bending, standing, and lifting up to 35 pounds. In state travel is required.
Supplemental Information
Benefits:
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Agency Contact Information: Angela.Simmons@hsd.nm.gov
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.