Senior IT Support Technician

Press Control+M to start dragging object ptnbsid=%2bpOa7UrA4xeVSfALRYecpJ34vYQ%3d For more Job Requirements & Classification Description: Interviews are anticipated to be conducted within two weeks of closing date. This posting may be used to fill multiple vacancies. Our Vision Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system. Our Mission We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services. Our Goals Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce. Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives. Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information. Build the best team in state government by supporting employees' continuous growth and wellness. Why does the job exist? The Senior IT Support Technician will: Serve as the agency's primary technical expert for desktop and local area network support, ensuring timely resolution of all reported issues; Develop systems and processes that enhance end-user support functions and strengthen overall service delivery; Maintain and improve the global knowledge database to drive unit-wide efficiency and consistency; Ensure the agency remains aligned with evolving industry standards and emerging technologies; Act as a strategic partner in evaluating and selecting new operating systems and applications. How does it get done? The Senior IT Support Technician is responsible for: Diagnosing and resolving complex escalated incidents across Windows enterprise systems, Microsoft 365, Active Directory, and VPN platforms; Performing effective triage to improve team resolution efficiency, providing remote support when possible and dispatching technicians for hardware-related issues; Maintaining accurate, detailed documentation within ITSM platforms (SysAid) and contributing to knowledge base content to support consistent, repeatable resolution practices; Serving as a Subject Matter Expert (SME) for enterprise applications, supporting user access needs and functional troubleshooting; Overseeing system and hardware operations, monitoring consoles, responding to system alerts, and performing routine maintenance tasks such as software updates and virus checks. Who are the customers? The Health Care Authority (HCA) staff, contractors, and clients. Ideal Candidate The Ideal Candidate has experience: Demonstrating a proven record of delivering Tier 2 and escalation-level support within a complex enterprise environment, with advanced troubleshooting expertise across Windows enterprise systems, Microsoft 365, Active Directory, and multiple VPN platforms; Performing root cause analysis and resolving both routine and complex incidents, serving as the final escalation point for issues originating from the call center; Enhancing operational efficiency by assisting in triage activities and maintaining high-quality ITSM documentation (SysAid) to support consistent, repeatable resolution workflows; Serving as a Subject Matter Expert (SME) for enterprise applications, supporting user access, functional troubleshooting, and workflow validation; Providing leadership and mentorship by coaching junior technicians and delivering advanced technical guidance and training to end-users and lower-level staff; Working independently under general supervision, managing specialized operations such as network connectivity support, workstation deployment, and endpoint security compliance; Adapting to evolving technologies by working with advanced systems and participating in the testing and implementation of new programs and ITSM platform enhancements. 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. Employment Requirements Must possess and maintain a valid Driver's License. Must obtain a Defensive Driving Certificate. Employment is subject to a pre-employment criminal background investigation and is conditional pending results. Working Conditions Work 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. 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. #J-18808-Ljbffr