Associate IT Support Technician - Help Desk Support; NMDOT​/GO​/BUS SUP

Position: Associate IT Support Technician - Help Desk Support (NMDOT/GO/BUS SUP #21202)
$19.97 - $29.95 Hourly

$41,527 - $62,291 Annually

This position is a Pay Band C4

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:

* Provide Tier 1 technical support for computer hardware, software, and network-related issues.

* Professionally serve as the first point of contact for IT assistance, handling incoming phone calls and walk-in requests.

* Accurately collect, document, and update customer information during support interactions.

* Troubleshoot and resolve basic technical problems for end-users across New Mexico.

* Escalate more complex issues to intermediate or senior IT staff as appropriate.

* Contribute to a smooth and reliable technology experience for all team members statewide.

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:

* Familiarity using Microsoft 365 (M365) services and applications.

* Remote access and support tools to assist end users.

* Working knowledge of Active Directory and other Microsoft Management Console (MMC) snap-ins.

* Strong verbal and written communication skills, with a proven ability to deliver customer-focused technical support.

* Experience in using IT ticketing systems to document, track, and resolve service requests efficiently.

This position regularly assists with commission meetings, conferences, and other events throughout the state that require setup and troubleshooting of projectors, microphones, sound systems, video conferencing equipment, and related technology. The ideal candidate should be willing to travel when needed and work independently to ensure successful event support.

Minimum Qualification

High School Diploma or equivalent and three (3) months of related work experience. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling three (3) months may substitute for the required experience.

Employment Requirements

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course certificate from the State of New Mexico or must pass and receive a Defensive Driving Course certificate as a condition of continued employment.

Working Conditions

Work is primarily performed in an office environment and requires extended use of visual/video display terminals (VDTs), including prolonged periods of sitting and computer and phone usage. This position also requires travel to various locations throughout the state to support special events. Duties include setup and support of audio/visual equipment, computers, and network devices at remote sites, conference rooms, and public meeting locations.

The job may require lifting and carrying computer equipment, monitors, printers, projectors, screens, and other IT or A/V equipment, occasionally weighing up to 50 pounds. The position involves bending, standing, walking, and working in different environments such as offices, conference facilities, warehouses, outdoor locations when supporting events. Work may occasionally be required outside normal business hours, including early mornings, evenings, weekends, to support system maintenance, upgrades, commission meetings and agency events.

Supplemental Information

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Agency Contact Information:
Leandro Gallegos,  Email

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

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.