State of New Mexico

Salary

$25.28 - $40.44 Hourly

$52,575 - $84,120 Annually

This position is a Pay Band IC

Posting Details

THIS POSITION REPORTS TO THE SANTA FE OFFICE AND IS NOT ELIGIBLE FOR TELEWORK.

THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.

Why does the job exist?

Position will provide first line triage to user issues with software, hardware, networking and user connectivity.

How does it get done?

Position provides assisting users from tickets submitted through ERB help-desk ticketing software, telephone calls and email. Will provide a remote support application to establish connectivity to employee virtual desktops or hardware to assist in the troubleshooting issues. Will provide triage tickets passing along more difficult issues to senior staff members depending upon the area where the users are experiencing issues.

Who are the customers?

NMERB Staff.

Ideal Candidate

The ideal candidate will have the following experience:

• Versed in providing customer support for Microsoft Office suite applications, Windows operating systems, virtual desktops, able to troubleshoot network and home connectivity issues
• Adept in troubleshooting printing issues
• Experience in troubleshooting skills
• Experience in quality customer service

Minimum Qualification

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.

Substitution Table

These 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 Requirements

Employment is subject to a pre-employment background investigation and is conditional pending results.

Working Conditions

Normal working conditions would be in an office setting working on a computer, interacting with staff in person with extended periods of sitting, emailing, talking on the phone, and working on a computer with multiple monitors. Attending multiple video meetings. Must be able to lift 25 lbs.

Supplemental Information

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Agency Contact Information: Melinda Garcia. 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.

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