Associate IT Systems Admin (NMDOH/ITSD#10888)

About the role

This position serves as Associate IT Systems Administrator for the Northeast Region (Region 2) of the Service Management Bureau (SMB) in the Information Technology Services Division (ITSD) for the Department of Health (DOH). Post of duty for this position is the New Mexico Behavioral Health Institute in Las Vegas, NM. This position will support NMBHI, Las Vegas area DOH operations, and other regional needs as assigned.

Responsibilities

• Provide Level 2 support by resolving escalated customer service requests via in-person, telephone, email, self-service portal, and remote tools.
• Troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests.
• Work within a Service Management platform to accept, document, and complete tickets assigned to the service area.
• Resolve service requests including network outages and computer failures.
• Install, configure, and maintain software on workstations and collaborate with the Network Operations team.
• Support purchased equipment for DOH, including receiving documentation, deployment, and recycling of purchased equipment.
• Participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results.
• Support systems that serve programs New Mexico residents depend on.
• Respond to IT customer service incidents and service requests.
• Deploy, maintain, and repair computer and network hardware and infrastructure.
• Participate in technical projects including evaluating, upgrading, and implementing software and hardware systems.
• Provide emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner.
• Prioritize multiple incidents based on customer impact and severity.
• Investigate the cause of each incident, evaluate possible solutions, and select the appropriate course of resolution.

Who are the customers?

This position supports Department of Health employees, contractors, and partners.

Ideal Candidate

The ideal candidate has experience supporting a Microsoft Windows workplace by troubleshooting and resolving computer-related incidents and service requests. This candidate will provide high-quality technical support to their customers, possesses excellent communication skills, enjoys problem-solving, and is comfortable within a team setting.

Requirements

• Associate Degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in end user support, systems administration, network administration, or any related field.
• Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.

Employment Requirements

• Training course for defensive driving certification will be provided.
• Current defensive driving certificate must be maintained as a condition of employment for this position.
• Driver's license is required.

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 travel may be required.
• Ability to lift up to 40 lbs.
• Working in cramped positions installing hardware multiple times a day can be physically difficult.
• Meeting customer demands in time-sensitive situations can cause stress and test professionalism.
• Managing multiple high-priority issues at different locations can require consistently high energy levels for extended periods.
• Extensive physical activity on a daily basis, including long periods of visual acuity in front of a computer screen, standing while performing manually strenuous tasks, listening to input from customers via telephone while working on a computer, and repetitive stooping, crouching, kneeling, and bending while lifting, grasping, and manipulating computer hardware.
• Support of computer hardware that may be located overhead or in cramped, poorly ventilated locations is required.
• Use of a state vehicle will be required for travel to Region office sites.