IT END USER SUPPORT III (CYFD/ITD #7276)
: Job Details :

$25.28 - $40.44 Hourly$52,575 - $84,120 AnnuallyThis position is a Pay Band ICPosting DetailsThe Children, Youth and Families Department is focused on improving the quality of life for children through proven frameworks, innovative technologies, and talented staff. The Information Technology Department (ITD) supports the core efforts of CYFD by serving end users to implement effective solutions and provide technical support for software and hardware throughvarious means of communication. ITD supports daily technical needs and continually plans for the futures through continuous improvement projects. Why does the job exist?Under general supervision, this position will provide friendly and professional Tier III technical support for end user hardware, software, and networking issues in a mixed IT environment. It serves as the on-site (Albuquerque Office and surrounding areas) technical support in all end point support and analysis, ensuring resolution of all reported issues for the CYFD field offices. The incumbent will be responsible for configuration and support of desktops, laptops, tablets, installations, and support of printers, scanners, copiers, etc. The incumbent will provide installation and support of all agency software applications to include all Microsoft, Adobe, MECM, various OS platforms, and productivity software. They will assist with the asset management process, documentation, and projects as needed. How does it get done?Essential Duties and Responsibilities*.1. Serve as a technical expert or tier 3 support in a help desk.2. Develop or assist management in the development of systems for all End User Support functions.3. Often serve as final point of escalation in response to requests for various hardware, software, peripheral, and networkingtechnical assistance; escalate more complex problems to appropriate IT staff or vendors.4. Documents, tracks and monitors the problem to facilitate a timely resolution. Update global knowledge database for problemresolution.5. Ensure practice of department security standards.6 Update daily status reports and shift handover reports if applicable Who are the customers?The customers for this department are both internal divisions like Protective Services Division, Behavioral Health Services, Juvenile Justice Division, Office of the Secretary and also some of the external entities with whom data is shared and data reports are developed. The position supports external government and non-government companies and federal government agencies for varied programs and audits. Ideal CandidateCustomer and team oriented. Serve as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues. A highly motivated individual with strong problem solving abilities. Possess the technical skills and experience to support a wide variety of technical hardware and systems which include AV, MDM, remote support tools, wifi, network hardware, etc. The ability to troubleshoot/resolve network connectivity issues. Perform user and device account management in Cayosoft, MECM, Active Directory, InTune, etc. Minimum QualificationHigh 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. Substitutions Apply. See Substitution Table below. Substitution TableThese combinations of education and experience qualify you for the position: Education Experience 1 High School Diploma or Equivalent AND 2 years of experience 2 Associate's degree or higher (Bachelor's, Master's) AND 0 years of experience Education and years of experience must be related to the purpose of the position. If Minimum Qualification requires a specific number of semester hours in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.Employment RequirementsMust possess a current and valid Driver's License. Pre-employment background investigation is required and conditional pending results. Working ConditionsWork is performed in an office setting with exposure to Visual/Video Display terminal (VDT) and extensive personal computer and phone usage. Some travel may be required. Ability to lift up to 50 lbs. Supplemental InformationDo you know what Total Compensation is? Click here Agency Contact Information: Raquel Whitebird, (505) ###-####. Email For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.Bargaining Unit PositionThis position is not covered by a collective bargaining agreement.