IT End User Support

Salary

$20.89 - $33.42 Hourly

$43,451 - $69,522 Annually

This position is a Pay Band IB

Posting Details

The New Mexico Department of Health (NMDOH) is one of the executive branch agencies of the State of New Mexico. To ensure health equity, we work with our partners to promote health and well-being and improve health outcomes for all people in New Mexico.

The Department consists of eight (8) Divisions which include the Public Health Division, Epidemiology & Response Division, Scientific Laboratory Division, Developmental Disabilities Supports Division, Division of Health Improvement (Health Facility & Certification), Administrative Services Division, Office of Facilities Management, and Medical Cannabis Division.

The Office of Facilities Management oversees seven 24-7 facilities throughout the state that provide long-term, rehabilitative, behavioral health and drug treatment programs. Our primary responsibility is to assess, monitor and improve the health of New Mexicans.

The Department provides a statewide system of Health Promotion and Community Health Improvement, Chronic Disease Prevention, Infectious Disease Prevention, Injury Prevention and other Public Health services. Prevention and early intervention strategies are implemented through the Department's local Public Health Offices and contracts with community providers.

The health care system is strengthened through Department activities including contracted Primary and Rural Health care services, school-based health centers, Emergency Medical Services, Scientific Laboratory services, Vital Records and Health Statistics.

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

Why does the job exist?

The IT End User Support II position is a member of the Department of Health IT Services Division Project Service Management Bureau. This position provides technical support to approximately 3,200 Department of Health (DOH) employees and over 6,000 external customers, including doctor¿s offices and clinics. Support is provided to customers via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests. This position is expected to work within a Service Management Platform, accepting, assigning, and escalating tasks to team members throughout the entire work day. Working as a member of a larger team also includes documenting service tasks as they are performed, and creating knowledge base articles for future reference by technical staff and non-technical customers. This position provides customer care and technical support to all DOH programs, including but not limited to: Public Health and Vital Records offices, and the Women, Infants, and Children (WIC) Program. Additionally, this position provides technical support to data collection staff from hospitals, insurance companies, and the University of New Mexico, and staff working at direct patient, long term, adolescent, and rehabilitation care centers. This position supports systems that serve the programs that NM residents are dependent upon.

How does it get done?

This position reports for duty in-person Monday-Friday in Santa Fe, New Mexico. This position is a member of the DOH Level 1 Support Staff and is responsible for accepting incoming service desk incidents and requests. This position will create tickets and tasks within the service management platform, resolve appropriate tasks, and escalate tasks to Level 2 from the DOH Service Desk. Tasks include IT customer service incidents and service requests, and knowledge base documentation creation and review. This position may participate in technical projects including evaluating, upgrading, and implementing software and hardware systems, and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Multi-tasking is required to perform actions in an optimized order to accomplish many tasks at once and achieve an overall successful rate of task resolution. This position is responsible for investigating the cause of each incident, evaluating the possible solutions, and selecting the appropriate course of resolution.

Who are the customers?

This position supports all of the Department of Health, as well as external partners.

Ideal Candidate

The ideal candidate has experience supporting a Microsoft Windows workplace by troubleshooting and resolving computer related incidents and service requests. This candidate provides high quality technical support to their customers. Multi-tasking is required to perform actions in an optimized order to accomplish many tasks at once and achieve an overall successful rate of task resolution. Communication skills including detailed record-keeping are a good match for this position. Experience providing respectful, professional customer service is required.

Minimum Qualification

High School diploma or equivalent and one (1) 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 one (1) year may substitute for the required experience.

Employment Requirements

This position reports for duty in-person Monday-Friday in Santa Fe, New Mexico. Working at a desk for eight hours can be very physically difficult work. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the individual. Managing multiple high-priority issues at can require the individual to perform at a consistently high-level of energy for extended periods of time. This position requires long periods of visual acuity in front of a computer screen, listening to input from customers via voice call while performing technical tasks on a computer, and repetitive typing and computing tasks.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT's, VDT's and UV rays. Stress associated with working in a high ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns. Requires the ability to reach above the head; lift up to 50 pounds. Requires the use of manual dexterity while operating a computer keyboard.

Supplemental Information

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Agency Contact Information: Jeff Acker (505) 372-4152. Email

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

Bargaining Unit Position

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