Senior IT Support Technician (DWS #10114085

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Job Requirements & Classification

Description:

The Workforce Technology Division strives to provide reliable, integrated and effective solutions to increase our Agency efficiency on the job; provide a secure technology environment for DWS employees and the constituents we serve; evaluate, procure, and implement the appropriate technology tools which support the goals of DWS and ensure support for continuous improvement in operations.

This position exists to provide advanced technical support services for the Department of Workforce Services (DWS) and to ensure consistent, reliable end-user technology operations across the agency. The role serves as the highest-level escalation point for complex technical issues, supports business operations for both internal staff and external customers, and helps maintain standardized, efficient end-user computing environments that enable DWS programs and services.

The position provides Tier 3 end-user technical support and serves as the final escalation point for complex or high-impact hardware, software, network, and system issues. It diagnoses and resolves issues escalated from Tier 2 support and provides technical leadership, guidance, and training to Tier 1 and Tier 2 staff. The role may lead or participate in technical projects and work groups and is responsible for managing IT account access for DWS staff, including onboarding, offboarding, and access changes in Active Directory and agency applications.

In addition, the position supports planning, coordination, and administration of end-user technology services across DWS locations.

This position supports DWS internal staff, field office personnel, remote workers, contractors, and external partners and customers who rely on DWS technology services. The role works closely with the End User Support team, agency leadership, and program areas to ensure technology systems function effectively in support of public-facing services and internal operations.

The ideal candidate is an experienced technical support professional with strong analytical and troubleshooting skills and a customer-service-focused approach. They have experience supporting enterprise environments and working with agency-specific or line-of-business applications, including DWS applications and systems or comparable workforce, case management, or public-facing service platforms. The candidate is comfortable supporting both internal staff and external customers and can communicate technical information clearly and effectively.

They demonstrate leadership through mentoring and collaboration with Tier 1 and Tier 2 staff, manage multiple priorities in a fast-paced environment, and proactively identify opportunities to improve technical support processes, system reliability, and service delivery.

High School diploma or equivalent and two (2) years of 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 two (2) years may substitute for the required experience.

Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

Work is mostly performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending and reaching may be required.

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For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.