Technical Support Specialist

The Technical Support Specialist at the Village of Los Lunas reports to the Systems Administrator and provides primary Tier 1/2 information technology support to the Village’s employee community. The role involves offering initial support for Village IT systems, including computing devices, applications, and end‑user systems, ensuring efficient and effective IT services to facilitate smooth operation of technology within the organization. Responsibilities Provide Tier 1/2 technical support to Village employees by addressing inquiries and resolving IT‑related issues. Assist users with troubleshooting, resolving technical problems, and providing guidance on basic IT procedures. Develop a basic understanding of all Village IT systems to provide initial support. Acquire knowledge of Village computing devices—desktops, notebooks, tablets, phones—and accompanying applications. Provide assistance and guidance to users in the operation and troubleshooting of various devices and applications. Troubleshoot hardware and software issues on desktops, notebooks, and other devices. Assist users with technology systems both on premises and in the cloud, as directed by Village leadership. Collaborate with other IT staff to ensure seamless functioning of cloud and on‑premises systems. Maintain accurate documentation of support requests, troubleshooting steps, and solutions provided. Provide regular reports on common support issues to assist in improving user experience. Offer excellent customer service to Village employees, ensuring their IT needs are met efficiently. Maintain a professional and courteous demeanor while assisting users. Requirements High school diploma or GED certificate. 2 years of experience in General Information Technology. An Associate’s Degree in a related field can substitute for 2 years of experience. Strong familiarity with various computing devices and applications. Proficiency in troubleshooting hardware and software issues. Basic understanding of cloud computing environments. Strong communication and interpersonal skills. Ability to learn quickly and adapt to new technologies. Excellent problem‑solving skills and patience when assisting users. Note: This job description is intended to outline the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the position. Benefits Work‑Life Balance 13 paid holidays and one personal leave day, per year. 96 Hours annual leave with increasing accruals with years of service. 96 Hours sick leave. 12 weeks paid parental leave for qualifying employees. Job‑protected, unpaid leave, as granted by the Family Medical Leave Act (FMLA). Health Benefits 100 % employer‑paid employee medical coverage. Medical, dental, vision, and ancillary plans. Gym reimbursement. Educational Benefits & Career Development Tuition reimbursement for directly related job degree plans/certifications. Supervisor/Leadership development programs. Compensation Competitive base salary. Pension Plan Defined benefit plan (Public Employee Retirement Association (PERA) of New Mexico). SmartSave Deferred Compensation Plan. #J-18808-Ljbffr