Job Description

Posting Details



The Children, Youth and Families Department is focused on improving the quality of life for our children through proven frameworks, innovative technologies, and talented staff. The Information Technology Division supports the core efforts of CYFD by serving end users in effectively resolving hardware and software issues by fielding telephone calls, email communication, help desk tickets. ITD diagnoses problems and performs troubleshooting activities on a daily basis and designs for the future through continuous improvement projects.



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

Why does the job exist?



Under supervision of EUS Manager, this position will provide friendly and professional Tier 1 and Tier 2 technical support to endusers for computer hardware, peripherals, software, and/or network related problems. Prepares computers for end users including imaging, installing applications, printers, etc. Helps maintain inventory. Resolves basic problems while referring more complex problems to intermediate and/or senior level to ensure a quick resolution of problems and incidents.

How does it get done?



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 throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.



Serve as a technical expert or tier 2 support in a help desk.



Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate Tier 3 support teams.



Documents, tracks and monitors the problem to facilitate a timely resolution.



Ensure practice of department security standards.



Update daily status reports and shift handover reports if applicable

Who are the customers?



The job functions of providing Tier I and II technical support are provided to all CYFD staff and related organizations including service providers, advocates, judicial systems, and law enforcement agencies.

Ideal Candidate



The job functions of providing Tier I and II technical support are provided to all CYFD staff and related organizations including service providers, advocates, judicial systems, and law enforcement agencies.

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



Must possess and maintain a valid Driver's License. Pre-employment background investigation is required and is conditional pending results.

Working Conditions



Work is performed in an office setting with exposure to VisualNideo 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. Travel may be required.

Supplemental Information



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Agency Contact Information:

Raquel Whitebird, (505) 549-5648. 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.