Associate IT Systems Administrator (DOH/ITSD#32642)

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). The Department of Health Information Technology Services Division provides technical support for over 3,000 computers and computer systems throughout the state of New Mexico. The Associate IT Systems Administrator position is responsible for maintaining desktop hardware required for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities as well as state-run facilities and hospitals. Infrastructure maintained by this staff facilitates the operations of NMWIC, Immunization Services, Family Planning Services, Behavioral Health Services, Substance Abuse Recovery Services, Medical Cannabis Program, SLD, FBMC, NMSVH, SATC, Turquoise Lodge, Los Lunas Community Program, and NM Behavioral Institute. As Level 2 support, this position is responsible for the timely and satisfactory resolution of customer service requests that have been escalated beyond Level 1 support. Support is provided to customers in-person and via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests. This position is expected to work within a Service Management platform, accepting, documenting, and completing tickets that are assigned to their service area.

Responsibilities

• Responding to IT customer service incidents and service requests
• Computer and network hardware and infrastructure deployment, maintenance, and repair
• Participation in technical projects including evaluating, upgrading, and implementing software and hardware systems
• Emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner
• Prioritizing multiple incidents based on customer impact and severity
• Multi‑tasking to accomplish many tasks at once and achieve an overall successful rate of task resolution
• Investigating the cause of each incident, evaluating possible solutions, and selecting the appropriate course of resolution
• Installing, configuring, and maintaining software on workstations and working with the Network Operations team
• Supporting purchased equipment for DOH, including receiving documentation, deployment, and recycling of purchased equipment
• Participating as a team member on enterprise‑level technical projects, accepting tasks and providing relevant results
• Resolving service requests including network outages and computer failures
• Accepting, documenting, and completing tickets assigned to their service area within a Service Management platform
• Providing support to customers in‑person and via telephone, email, self‑service portal, and remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests
• Maintaining desktop hardware required for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities as well as state‑run facilities and hospitals

Qualifications

• 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.
• Must possess and maintain a valid Driver’s License.

Skills

• Experience supporting a Microsoft Windows workplace
• Troubleshooting and resolving computer‑related incidents and service requests
• Providing high‑quality technical support
• Excellent communication skills
• Strong problem‑solving abilities
• Comfortable working in a team setting
• Ability to multi‑task and manage competing priorities

Pay

Salary $30.11 - $45.16 Hourly $62,624 - $93,936 Annually