Senior IT Support Technician; NMDOT​/GO​/BUS SUP

Position: Senior IT Support Technician (NMDOT/GO//BUS SUP #54806)
$26.57 - $39.86 Hourly

$55,273 - $82,909 Annually

This position is a Pay Band C7

Posting Details

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

The New Mexico Department of Transportation (NMDOT) operates under the General Office located in Santa Fe, NM. As a vital entity within the Information Technology (IT) Division, we are committed to ensuring the smooth functioning of technological infrastructure and support systems essential for the state's transportation operations.

As a valued new employee to NMDOT, you may be eligible to received three (3) days of administrative leave upon your start date. This is applicable to external hires not within the State of New Mexico Government.

Why does the job exist?

The purpose of this position will be to:

* Ensure the reliability and efficiency of the NMDOT's technology systems that support statewide transportation services.

* Support a fast-paced IT environment that is essential to delivering safe, innovative, and effective transportation solutions for
New Mexico.

* Provide front line technical support to employees across the state to resolve issues and maintain system performance.

* Maintain a seamless and dependable technology experience for all team members.

* Sustain critical IT operations that enable the agency to serve New Mexico's citizens with excellence.

How does it get done?

The primary responsibilities of this position will include:

* Advanced technical support for computer hardware, software, printers, mobile devices, and network systems to ensure reliable and secure operation of IT resources.

* Serve as Tier 3 / senior-level support and the primary escalation point for complex technical issues that cannot be resolved by lower-level technicians.

* Diagnose, troubleshoot, and resolve advanced system, application, and network problems both on-site and remotely.

* Monitor system performance and ensure computer equipment and peripheral devices are functioning efficiently and securely.

* Maintain operational logs, service records, and documentation of incidents, resolutions, and system changes.

* Install, configure, test, and maintain operating systems, software applications, and hardware components.

* Perform routine maintenance tasks such as system updates, backups, antivirus monitoring, patching, and performance checks.

* Assist in testing, deployment, and troubleshooting of new software, systems, and technology solutions.

* Develop, update, and maintain technical procedures, knowledge base articles, and support documentation.

* Provide technical guidance, mentoring, and training to lower-level IT Support Technicians and help desk staff.

* Assist management in developing and improving End User Support processes, standards, and workflows.

* Evaluate and recommend hardware, software, and peripheral equipment based on agency needs and industry standards.

* Coordinate with network, security, systems, and vendor support teams to resolve complex or enterprise-level issues.

* Respond to service requests received by phone, email, ticketing system, or in person, ensuring timely resolution and customer satisfaction.

* Support after-hours, weekend, or special event operations when required, including system maintenance, upgrades, or agency events.

* Ensure compliance with agency policies, security standards, and IT best practices.

Who are the customers?

The New Mexico Department of Transportation as a whole and the End User Support Team.

Ideal Candidate

The ideal candidate will have preferred education and/or experience in the following:

* Demonstrated experience in desktop support, computer hardware, software applications, and local area network troubleshooting, with the ability to independently diagnose and resolve complex technical issues.

* Proficiency supporting Windows operating systems, Microsoft 365, mobile devices, printers, and other common enterprise software.

* Working knowledge of Active Directory, device management platforms, remote support tools, and IT service management or ticketing systems.

* Ability to effectively prioritize competing demands, manage multiple assignments simultaneously, and respond to escalated issues while maintaining…