Job Details
Qualifications
- Associate's degree
- Computer hardware
- Driver's License
- High school diploma or GED
- Operating systems
- Technical support
Job Description
Salary
$20.68 - $33.09 Hourly
$43,021 - $68,834 Annually
This position is a Pay Band IB
Posting Details
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?
The New Mexico State Police is looking for a mission-oriented individual to serve as an IT End User Support fl at the Department of Public Safety (DPS). This is an entry-level position and will provided significant training and mentoring in a supportive environment.
This position is the second level of support in a multi-tiered support environment, resolving technical problems for clients both on-site and remotely. This position provides assistance to customers (law enforcement officers, dispatchers, and civilians) regarding the use of computer technology on various hardware and software platforms utilized within the law enforcement field. This includes both office-based and in-vehicle systems. The position provides service to customers in a timely and efficient manner, acts as an interface between IT and customers and ensures that customers' needs are completely addressed in a satisfactory manner.
While this mission is a huge responsibility, it is also a source of significant pride and job satisfaction. We are looking for team players who can proudly serve the public in this most critical mission. The leadership of the DPS IT Division is committed to helping everyone on our team grow professionally and personally through training, mentor-ship, and challenging work assignments.
The DPS's IT Division is always dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe.
How does it get done?
The IT End User Support II is responsible for the support of the Department of Public Safety (DPS) desktop and mobile computing environment which provides access to mission critical IT services including New Mexico Criminal Justice Information System (NMCJIS); New Mexico Law Enforcement Telecommunications System (NMLETS): National Law Enforcement Telecommunications System (NLETS), New Mexico Motor Vehicle Division (MVD), Concealed Carry Weapon, (CCW), NMLEADS, and National Crime Information Center (NCIC), Computer Aided Dispatch (CAD), SafetyNet, Activities and other applications on the law enforcement program (LEP) mobile systems as well as DPS computer systems located in remote physical facilities.
The IT End User Support II provides initial triage of incidents, requests for service or configuration and deployment, along with ongoing technical procedures, troubleshooting, upgrades and maintenance, security, disaster mitigation and disaster recovery for the end user environment. The technician will be familiar with the various Operating Systems and software applications utilized by DPS end users. In addition, the technician will assist in user management of these applications as directed under the direction of a supervisor.
Essential Duties and Responsibilities:
1. Act as the first line of response to requests for various hardware, software, peripheral, and networking
technical assistance; escalate more complex problems to appropriate tier 3 support teams.
2. Documents, tracks and monitors the problem to facilitate a timely resolution.
3. Answers questions and gives information, advice and instructions to clients on such issues as email and
password reset.
4. Provide installation, upgrade, configuration, and troubleshooting computing and communication devices and
peripherals.
5. Ensure practice of department security standards.
6. Update daily status reports and shift handover reports if applicable.
7. Gather asset inventory and software license information.
8. Provide excellent customer service.
9. Apply diagnostic techniques for problem troubleshooting.
Who are the customers?
The New Mexico Department of Public Safety employees, Law Enforcement Agencies and Criminal Justice Agencies.
Ideal Candidate
The ideal candidate will have the following experience:
- Experience providing Tier 2 technical support to end-users for computer hardware, software, and/or network
- Experience supporting and managing law enforcement and criminal justice data.
- Experience working with computer software and peripherals within an enterprise environment or professional
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. Substitutions Apply. See Substitution Table below.
Substitution Table
These combinations of education and experience qualify you for the position:
Education Experience
1 High School Diploma or Equivalent AND # of months or years of experience specified in the minimum qualification
2 Associate's Degree AND Zero 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.
Must possess and maintain a valid Driver's License, a current Defensive Driving Course Certification from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment.
Continued employment is subject to a national fingerprint-based records check within 30 days of assignment and contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.
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
Benefits:
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Agency Contact Information: Don Seitz, telephone 505-570-7167 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.