IT End User Support I (DWS #10109781+)

$16.50 - $26.40 Hourly

$34,326 - $54,922 Annually

This position is a Pay Band IA

Posting Details

Interviews will be conducted within two weeks of posting closing date.

This posting may be used to fill multiple positions.

Why does the job exist?

The IT End User Support I provides tier 1 desktop support to all staff at the Department of Workforce Solutions. This position answers technical support questions regarding accounts, technical issues, and various other questions to be routed to appropriate staff.

How does it get done?

The IT End User Support I acts 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. Provides installation, upgrade, configuration, and troubleshooting computing and communication devices and peripherals. Ensure practice of department security standards. Updates daily status reports and shift handover reports if applicable.

Who are the customers?

Department of Workforce Solutions Staff, Users, Employers, Citizens of New Mexico.

Ideal Candidate

The ideal candidate will have A+ Certification and Security+ Certification. They will also have experience in with technical support ticketing systems, call center experience. The ideal candidate will also be fluent in Spanish.

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

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Agency Contact Information: Steven Lowry. Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is covered by a collective bargaining agreement.