Job Description

Posting Details



THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.



THIS POSITION REQUIRES FULL-TIME, ON-SITE PRESENCE IN SANTA FE.



The Department of Finance and Administration (DFA) guides, serves, and supports public entities to ensure fiscal accountability and effective governance for all New Mexicans. DFA IT plays a vital role in fulfilling this mission by providing responsive, customer-focused support to DFA employees, enabling them to achieve their goals and objectives efficiently. We are committed to delivering exceptional service and maintaining strong relationships with our users, ensuring that all systems, infrastructure, and networking needs are met in a timely and effective manner.

Why does the job exist?



This position is based in the Santa Fe office and supports Albuquerque Hub sites as well as the Governor's Office staff. Under the supervision of the IT Supervisor, the End User Support II (EUS) serves as a technical expert, providing Tier 1 and Tier 2 support for all computer hardware, software, and network-related issues. As a Tier 2 Technician, you will play a critical role in maintaining daily IT operations, ensuring business continuity through effective problem resolution, strong communication, and excellent customer service. You will work closely with team members, executives, and clients, troubleshooting complex issues, multitasking, and ensuring every interaction leaves users feeling supported and valued.

How does it get done?

Essential Duties and Responsibilities:

1. Diagnose and resolve both basic and complex technical issues; respond to escalated problems from clients, perform triage, and provide remote problem resolution when possible. Unresolved issues will be escalated to the appropriate team members and/or vendors. You will personally assist users on-site for hardware or software issues that cannot be resolved remotely, ensuring users are informed and satisfied throughout the process.

2. Serve as a technical expert for Tier 1 and Tier 2 support tasks while providing a customer-first approach to all interactions.

3. Act as the first and second line of response for requests regarding hardware, software, peripherals, and network-related assistance. Maintain a focus on customer service and escalate more complex problems to the appropriate IT Admin staff when necessary.

4. Document, track, and monitor issues to ensure timely and effective resolutions, with a strong focus on user satisfaction.

5. Ensure adherence to departmental security standards while keeping users informed of necessary procedures.

6. Regularly update status reports and shift handover reports, ensuring clear communication between teams and continued support for users.

7. Gather and maintain accurate asset inventory and software license information to ensure smooth support operations.

8. Apply diagnostic techniques to troubleshoot issues and ensure the most efficient and user-friendly solutions are implemented.

9. Provide technical guidance and advanced training while fostering a positive, service-oriented work environment. May lead or direct lower-level staff to ensure they provide top-tier customer service.

Essential Duties and Responsibilities are intended to be cumulative for each progressively higher level of work. The omission of specific statements does not preclude management from assigning other duties which are reasonably within the scope of duties. Classification description subject to change.

Who are the customers?



This position provides end user support to all staff within the department, including all divisions and bureaus at the Santa Fe site, as well as employees at hub sites and remote workers. Additionally, this role supports the Governor's Office staff, working in collaboration with the Department of Information Technology (DoIT) to deliver responsive, friendly, and effective desktop, software, and hardware support. The focus will always be on meeting users' needs and ensuring satisfaction.

Ideal Candidate



This position provides end user support to all staff within the department, including all divisions and bureaus at the Santa Fe site, as well as employees at hub sites and remote workers. Additionally, this role supports the Governor's Office staff, working in collaboration with the Department of Information Technology (DoIT) to deliver responsive, friendly, and effective desktop, software, and hardware support. The focus will always be on meeting users' needs and ensuring satisfaction.

Minimum Qualification



High School Diploma or equivalent and six (6) months of related work experience in providing technical support to end users for computer hardware, software, and/or network-related problems. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling six (6) months may substitute for the required experience

Employment Requirements



State issued ID or Driver's License.



Pre-employment criminal background check is required, and employment is conditional pending results.

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; work in cramped spaces and positions; close exposure to CRT's, VDT's and UV rays. 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.

Supplemental Information



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Agency Contact Information:

Brian Salter (505) 623-1658. 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.