Associate IT Systems Admin; NMDOH​/ITSD

Posting Details

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.

Interviews are anticipated to be conducted within two weeks of closing date.

$30.11 - $45.16 Hourly
$62,624 - $93,936 Annually
This position is a Pay Band C8

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.

This position resolves service requests including network outages and computer failures. This position installs, configures, and maintains software on workstations and works with the Network Operations team. This position will support purchased equipment for DOH, including receiving documentation, deployment, and recycling of purchased equipment. This position is expected to participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results.

This position supports systems that serve the programs New Mexico residents depend on.

Tasks include 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; and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity.

Multi-tasking is required to accomplish many tasks at once and achieve an overall successful rate of task resolution. This position is responsible for investigating the cause of each incident, evaluating the possible solutions, and selecting the appropriate course of resolution.

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

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. Multi-tasking is required to accomplish many tasks at once and achieve an overall successful rate of task resolution.

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.

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