IT End User Support III (DPS #67839)

$25.28 - $40.44 Hourly

$52,575 - $84,120 Annually

This position is a Pay Band IC

Posting Details

DPS houses the New Mexico State Police and provides many services to the entire law enforcement community. DPS is the FBI designated Criminal Justice Information Services (CJIS) Systems Agency for the State of New Mexico. As such, DPS is the exclusive entity in New Mexico that provides access to CJIS for all federal, state, local and tribal law enforcement agencies. The leadership of the DPS IT Division is committed to helping everyone on our team grow professionally and personally through training, mentorship, and challenging work assignments.

DPS has one of the most complex networks in the State of New Mexico. It consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, 3 forensic labs, 3 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout state including the Governor's Mansion. In addition to the physical locations, the network consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers. The network is accessed 24 hours per day 7 days per week with no tolerance for downtime by DPS civilian staff, NMSP, and all federal, state, local and tribal law enforcement agencies (LEAs) to receive mission-critical CJIS and to access many other systems.

DPS ITD provides the time, resources and encouragement for its staff to participate in ongoing training and mentorship. We are looking for employees who want to grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments. The significant number of our employees who have promoted into higher positions is evidence of our success. ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI. ITD and its employees are valued by DPS Leadership as an essential part of the public safety services in New Mexico. If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.

Why does the job exist?

The New Mexico Department of Public Safety (DPS) Information Technology Division (ITD) and the New Mexico State Police (NMSP) are looking for a mission-oriented individual to serve as an IT End User Support Technician (Level 3) at the Department of Public Safety (DPS). This position is a member of the IT Service Management Bureau and reports directly to the IT End User Support Manager. ITD is dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe. This mission is a huge responsibility, but also a source of significant pride and job satisfaction.

This position is a member of the 2nd tier support team in a multi-tiered support environment, resolving technical problems for clients both on-site and remotely. This position is based in Santa Fe, and will involve traveling to different locations, mainly in the Santa Fe and Northern New Mexico region.

The IT End User Support III provides assistance to customers (law enforcement officers, dispatchers, and civilians) regarding the use of computer technology on various hardware and software platforms utilized within the law enforcement field. This includes office-based, body-worn, and in-vehicle systems. The position provides service to customers in a timely and efficient manner, acts as an interface between IT and customers and ensures that customers needs are completely addressed in a satisfactory manner.

The IT End User Support III provides escalated support for IT incidents and service requests. They will perform endpoint configuration and deployment, along with on-going technical procedures, troubleshooting, upgrades and maintenance, security, disaster mitigation and disaster recovery for the end user environment. The technician will be familiar with the various software applications and IT hardware utilized by DPS end users. In addition, the technician will assist in user account management of these applications.

How does it get done?

1. Provide escalated response to requests for technical assistance with various hardware, software, peripheral, and networking devices. Escalate more complex problems to appropriate Tier 3 (specialist) support teams.
2. Documents, tracks, and monitors the problem to facilitate a timely resolution.
3. Answers questions and gives information, advice, and instructions to end users and Tier 1 (Service Desk).
4. Provide installation, upgrade, configuration, and troubleshooting of computing and communication devices and peripherals.
5. Ensure practice of department security standards.
6. Provide guidance and assistance with IT purchasing.
7. Gather asset inventory and software license information.
8. Provide excellent customer service.
9. Apply diagnostic techniques for problem troubleshooting.
10. Potential on-call work.

This position provides assistance to customers (law enforcement officers, dispatchers, and civilians) regarding the use of computer technology on various hardware and software platforms utilized within the law enforcement field. This includes both office-based and in-vehicle systems. The position provides service to customers in a timely and efficient manner, acts as an interface between IT and customers and ensures that customers¿ needs are completely addressed in a satisfactory manner.

This position is integral in enhancing and supporting one of the most complex organizations in the State of New Mexico. DPS consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout state including the Governor's Mansion. In addition to the physical locations, the organization consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers connected real-time to the DPS network. The DPS network is accessed 24 hours per day 7 days per week by DPS civilian staff, NMSP, and all federal, state and local law enforcement agencies to receive mission critical Criminal Justice Information Services (CJIS). All positions within ITD are considered essential to the operations of DPS and statewide law enforcement.

If you are up to the challenge, and want an opportunity to grow in a supportive, fulfilling environment where your work impacts the safety of New Mexicans, please apply.

Who are the customers?

The DPS Service Management Bureau provides critical public safety support services to all law enforcement agencies operating in the state. SMB contains the 24/7/365 IT service desk used by both DPS/NMSP personnel and over 12,000 other public safety personnel throughout the State of New Mexico, including all local, state, and federal law enforcement officers, dispatchers, courts, and detention centers.

Ideal Candidate

- Has experience providing advanced technical support to end-users for computer hardware, software, and/or network related problems within an enterprise environment or professional setting.

- Has experience supporting and managing law enforcement and criminal justice data and/or computer systems.

- Has experience documenting technical procedures, including troubleshooting steps, in an ITSM platform.

- Can work autonomously and prioritize tasks according to impact.

- Thrives in high pressure situations.

Minimum Qualification

High School Diploma or Equivalent 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 1 High School Diploma or Equivalent AND 2 years of experience 2 Associate's degree or higher (Bachelor's, Master's) 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

Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results. Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.

In addition, the selected candidate must possess and maintain a valid driver's license and a current Defensive Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate within six (6) months of date of hire.

The selected candidate will work with highly confidential and high-volume data flow must have the ability to complete assignments with a high level of accuracy within strict time constraints as well as, handle multiple tasks and request from several people at once.

Working Conditions

Office setting, exposure to Visual/Video Display terminal and extensive personal computer and telephone usage occasionally with extended periods of sitting. Driving to field offices. Must be able to lift 35 lbs. May be required to work overtime and participate in on-call duty rotation.

Supplemental Information

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Agency Contact Information: John Tiernan (505) 477-1295. 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.