Posting Details
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?
The desired outcomes will be an improvement in the skills and competencies in a real world environment. These skills will include:
- Improved Technical support skill for end users.
- Enhanced knowledge of application and infrastructure support
- Task/Ticket support management
- Tracking and managing technical inventories
- User account management within various authenticated systems.
- Gain experience in diagnosis and mitigation of technical issues.
How does it get done?
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.
Who are the customers?
Department of Finance and Administration
Ideal Candidate
Department of Finance and Administration
Minimum Qualification
Currently enrolled in a Graduate School Program at an accredited college or university OR completion of at least two (2\) semesters (or equivalent) of a graduate level program at an accredited college or university within the last two (2\) years.
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
Do you know what Total Compensation is? Click here
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.