Job description

Salary $34.05 - $54.48 Hourly $70,826 - $113,321 Annually This position is a Pay Band IE Posting Details Interviews are anticipated within two (2) weeks of closing date. This position serves as Systems Administrator II for the Northeast Region (Region 2) of the Service Management Bureau (SMB) in the Information Technology Services Division (ITSD) for the Department of Health (DOH). Why does the job exist? The Department of Health Information Technology Services Division, Level 2 Support position provides technical support for over 3,000 computers and computer systems throughout the state of New Mexico. This position is also responsible for maintaining networking hardware and assist the Networking Team for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities in the Region. Infrastructure maintained by this staff facilitates NMWIC, Immunization Services, Family Planning Services, Behavioral Health Services, Substance Abuse Recovery Services, and the Medical Cannabis Program. As Level 2 support, this position is responsible for the timely and satisfactory resolution of customer service requests that have been escalated beyond Level 1 support. Support is provided to customers in-person, and via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests as well as in person visits when needed. This position is expected to work within a Service Management Platform, accepting, documenting, and completing tasks that are assigned to their service area. This position resolves service requests including network outages and computer failures and conducts receiving, maintenance, and recycling of equipment inventory. This position installs, configures, and maintains software on workstations, and network infrastructure components within every division. This position is expected to participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results. This position supports systems that serve the programs that NM residents are dependent upon. How does it get done? This position is a member of the DOH Level 2 Support Staff and is responsible for resolution of tasks escalated to Level 2 from the DOH Service Desk and/or Level 1 Support Staff. This position's main concentration will be NMWIC and PHD requests from the Region offices, but will be tasked with other DOH Region needs. Tasks include IT customer service incidents and service requests, computer and network hardware and infrastructure receiving, deployment, maintenance, repair, and recycling; participation 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 Department of Health employees, contractors, and partners. Ideal Candidate The ideal candidate has experience supporting a Microsoft Windows/Active Directory workplace by troubleshooting and resolving computer related incidents and service requests. This candidate provides high quality technical support to their customers and is comfortable within a team setting. 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. Experience working with network hardware, creating detailed documentation, and serving as a point of escalation for other IT staff is ideal. Minimum Qualification Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in systems administration. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling six (6) years may substitute for the required education and experience. Substitution Table These combinations of education and experience qualify you for the position: EducationExperienceEducationExperience 1 High School Diploma or Equivalent AND 6 years of experience OR High School Diploma or Equivalent AND 6 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 4 years of experience Associate's degree or higher in any field AND 6 years of experience 3 Bachelor's degree in the field(s) specified in the minimum qualification AND 2 years of experience 4 Master's degree or higher in the field(s) specified in the minimum qualification 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 Must possess & maintain a current & valid driver's license. Working Conditions Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive phone and personal computer usage. Direct client interaction and some travel may be required. Must be able to operate a motor vehicle. Supplemental Information Do you know what Total Compensation is? Click here 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.

Requirements