IT Support Technician; DOH​/ITSD

Salary

$21.96 - $32.94 hourly ($45,680 - $68,520 annually). This position is a Pay Band C5.

The IT Support Technician is a member of the Department of Health IT Services Division Project Service Management Bureau, providing technical support to approximately 3,200 Department of Health employees and over 6,000 external customers, including doctors' offices, clinics, hospitals, insurance companies, and the University of New Mexico.

• Accept and manage incoming service desk incidents and requests via telephone, email, and a self‑service portal.
• Create tickets and tasks within the service management platform, resolve tasks, and escalations to Level 2 while meeting required service level agreements.
• Document service tasks and create knowledge‑base articles for future reference by technical staff and non‑technical customers.
• Prioritize multiple incidents based on customer impact and severity, ensuring efficient resolution.
• Participate in technical projects such as evaluating, upgrading, and implementing software and hardware systems.
• Respond to emergency events and coordinate with critical staff and event responders in a timely manner.

• High School Diploma or equivalent with at least six months of related experience in technical support for computer hardware, software, and/or network problems.
• Experience supporting a Microsoft Windows workplace and troubleshooting computer‑related incidents.
• Strong communication skills, including detailed record‑keeping, and the ability to provide respectful, professional customer service.
• Any combination of accredited college education and direct experience totaling six months may substitute for the required experience.
• Valid Driver's License.

Must possess and maintain a valid Driver's License.

The position reports in‑person Monday‑Friday in Albuquerque, New Mexico, working at a desk for eight hours. The role involves prolonged visual acuity in front of a computer screen, repetitive typing, listening to customer calls, and maintaining a consistently high level of energy to manage multiple high‑priority issues. It can be physically demanding and stressful.

Salary range: $21.96 to $32.94 per hour ($45,680 to $68,520 annually). Pay Band C5. This position is covered by a collective bargaining agreement; all terms and conditions of that agreement apply.

Jennifer Contreras – (505) 372‑4152 – Email