IT Support Technician; CYFD​/ITD

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Job Requirements & Classification

Description:

At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well-being, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact.

Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico's future.

IT Support Technician position exists to ensure the agency operates efficiently, securely, and without unnecessary disruption. Under general supervision, technicians provide Tier 1 and Tier 2 technical support to end-users for computer hardware, software, and network-related issues. They resolve basic problems directly while referring more complex issues to intermediate or senior-level staff, ensuring each problem is handled at the appropriate level of expertise.

This role serves as the primary technical support resource, providing both over the phone assistance and in-person support to offices across their assigned region on a routine basis. By responding quickly to technical issues, especially within mission-critical departments, the technician helps keep essential operations running smoothly and minimizes downtime that could affect service delivery.

• Frontline and tier 2 technical support (hardware, software, peripherals, networking) - Includes first and second line response, triage, remote assistance, dispatching, escalations.
• Troubleshooting and diagnostics
  - Includes applying diagnostic techniques, resolving basic and complex issues, addressing system messages, monitoring consoles, correcting errors.
• Installations, Upgrades, Configurations, and Device Maintenance
  - Covers workstation setup, peripheral installs, communication device support, and resolving hardware breakdowns.
• Documentation and reporting
  - Incident tracking, ticket updates, daily status logs, shift handovers, job monitoring documentation.
• Security practices and compliance
  - Ensuring adherence to departmental security standards, secure configurations, patching awareness.
• Asset management
  - Inventory gathering, license tracking, equipment status verification.

The ideal candidate is a reliable, customer-focused IT professional with strong technical troubleshooting skills and the ability to support users both remotely and in person across regional offices. They excel at diagnosing and resolving hardware, software, and network issues while maintaining high standards of security, documentation, and operational continuity. This individual communicates clearly, prioritizes critical departments, and collaborates effectively with internal teams as well as partner law enforcement, and partner State agencies.

They are organized, adaptable, and capable of providing tier 2 expertise, training, and guidance to ensure stable, secure, and efficient technology operations throughout the agency.

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

Must possess and…