IT End User Support II (DWS #9414)

$20.89 - $33.42 Hourly

$43,451 - $69,522 Annually

This position is a Pay Band IB

Posting Details

Interviews will be conducted within 2 weeks of posting close date.

Why does the job exist?

Provide technical support to NMDWS staff, and New Mexico employers and New Mexico citizens. The IT End User Support II position diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the unit supported, and dispatches out to clients for hardware issues not resolved remotely. Serves as a technical expert or tier 2 support in a help desk. Act as a first line of tier 1 and 2 calls on days scheduled for the call center.

How does it get done?

Answer tech support calls for the call center.
Assist staff with password resets in AD, Outlook and Share.
Diagnose and resolve basic and more complex problems; Respond to escalated problems from clients; perform triage;
Provide remote problem resolution when possible; Dispatch problems to associated groups and dispatch out to clients for
hardware issues not resolved remotely; Serve as a technical expert or tier 2 support in a help desk.

Who are the customers?

Customers are DWS staff, UI claimants, NM employers, NM job seekers.

Ideal Candidate

Candidate will have trouble shooting skills to support PC and network equipment in local offices. Will be courteous to answer calls from staff and public and assist with DWS systems access. Spanish speaking candidates will be able to accommodate Spanish speaking phone queues.

Minimum Qualification

High School Diploma or Equivalent and one (1) 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 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 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); requires sitting in front of VDT for extended periods of time. Stress associated with working in a high-ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns. Requires the ability to reach above the head; lift up to 50 pounds. Requires the use of manual dexterity while operating a computer keyboard.
Travel to offices in northern region is also necessary.

Supplemental Information

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Agency Contact Information: Daniel Vigil. 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.