What are the responsibilities and job description for the IT End User Support II (DPS #18021) position at State of New Mexico?
Posting Details
The New Mexico Department of Public Safety (DPS) Information Technology Division (ITD) and the New Mexico State Police (NMSP) are looking for a mission-oriented individual as an IT End User Support 2. This position is a member of the Service Management Bureau (SMB) first level support (Tier 1) Service Desk and reports directly to the IT End User Support Supervisor. ITD is dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe. This mission is a huge responsibility, but also a source of significant pride and job satisfaction.
DPS ITD provides the time, resources and encouragement for its staff to participate in ongoing training and mentorship. We are looking for employees who want to grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments. The significant number of our employees who have promoted into higher positions is evidence of our success. ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI. ITD and its employees are valued by DPS Leadership as an essential part of the public safety services in New Mexico. If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.
Why does the job exist?
This position is integral in enhancing and supporting one of the most complex organizations in the State of New Mexico. DPS consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout state including the Governor's Mansion. In addition to the physical locations, the organization consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers connected real-time to the DPS network. The DPS network is accessed 24 hours per day 7 days per week by DPS civilian staff, NMSP, and all federal, state and local law enforcement agencies to receive mission critical Criminal Justice Information Services (CJIS). All positions within ITD are considered essential to the operations of DPS and statewide law enforcement.
If you are up to the challenge, and want an opportunity to grow in a supportive, fulfilling environment where your work impacts the safety of New Mexicans, please apply.
How does it get done?
This position mainly provides support to NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico. IT support is provided to officers and dispatchers remotely, working with both office-based and in-vehicle computing systems running software specifically utilized within the law enforcement field as well as standard IT applications such as the Microsoft 365 Suite. We primarily support Windows, iOS, and Android devices.
This IT End User Support 2 position works on-site at DPS Headquarters (HQ) in Santa Fe from 8:00am to 5:00pm Monday through Friday and is a mission critical team member to DPS Information Technology Division (ITD). This position requires a responsible and self-motivated individual who is willing to work in sometimes high stress situations that require attention to detail, the ability to understand and quickly assess a technical issue, and the problem-solving technical skills needed to resolve emergency service issues as they arise, with the mental clarity required to know when to escalate critical issues. Strong communication skills are required to effectively work with internal specialists and vendor support, and to notify stakeholders when critical issues arise.
Most of the time there should not be any critical issues to resolve, and this IT End User Support 2 position will provide user account management services, triage or resolve non-critical issues, contribute to our technical knowledge base by creating or updating articles, work on IT purchase requests, and perform other duties as assigned.
The position provides service to customers in a professional, timely and efficient manner, and acts as an interface between IT and customers to ensure that customers¿ needs are completely addressed in a satisfactory manner.
Currently all SMB staff are required to participate in an on-call rotation. When the bureau is fully staffed this would mean being available for 24 hours on a weekend, approximately once every 8 weeks.
Who are the customers?
DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico.
Ideal Candidate
DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico.
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
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
In office setting with exposure to Visual/Video Display terminal and extensive personal computer and telephone usage with extended periods of sitting. May be required to work overtime. May be required to work on-call duty shifts as part of our commitment to essential 24/7 operation. Must be able to lift 35 lbs.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Melissa Litzenberg (505) 538-5737 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.
The New Mexico Department of Public Safety (DPS) Information Technology Division (ITD) and the New Mexico State Police (NMSP) are looking for a mission-oriented individual as an IT End User Support 2. This position is a member of the Service Management Bureau (SMB) first level support (Tier 1) Service Desk and reports directly to the IT End User Support Supervisor. ITD is dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe. This mission is a huge responsibility, but also a source of significant pride and job satisfaction.
DPS ITD provides the time, resources and encouragement for its staff to participate in ongoing training and mentorship. We are looking for employees who want to grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments. The significant number of our employees who have promoted into higher positions is evidence of our success. ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI. ITD and its employees are valued by DPS Leadership as an essential part of the public safety services in New Mexico. If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.
Why does the job exist?
This position is integral in enhancing and supporting one of the most complex organizations in the State of New Mexico. DPS consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout state including the Governor's Mansion. In addition to the physical locations, the organization consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers connected real-time to the DPS network. The DPS network is accessed 24 hours per day 7 days per week by DPS civilian staff, NMSP, and all federal, state and local law enforcement agencies to receive mission critical Criminal Justice Information Services (CJIS). All positions within ITD are considered essential to the operations of DPS and statewide law enforcement.
If you are up to the challenge, and want an opportunity to grow in a supportive, fulfilling environment where your work impacts the safety of New Mexicans, please apply.
How does it get done?
This position mainly provides support to NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico. IT support is provided to officers and dispatchers remotely, working with both office-based and in-vehicle computing systems running software specifically utilized within the law enforcement field as well as standard IT applications such as the Microsoft 365 Suite. We primarily support Windows, iOS, and Android devices.
This IT End User Support 2 position works on-site at DPS Headquarters (HQ) in Santa Fe from 8:00am to 5:00pm Monday through Friday and is a mission critical team member to DPS Information Technology Division (ITD). This position requires a responsible and self-motivated individual who is willing to work in sometimes high stress situations that require attention to detail, the ability to understand and quickly assess a technical issue, and the problem-solving technical skills needed to resolve emergency service issues as they arise, with the mental clarity required to know when to escalate critical issues. Strong communication skills are required to effectively work with internal specialists and vendor support, and to notify stakeholders when critical issues arise.
Most of the time there should not be any critical issues to resolve, and this IT End User Support 2 position will provide user account management services, triage or resolve non-critical issues, contribute to our technical knowledge base by creating or updating articles, work on IT purchase requests, and perform other duties as assigned.
The position provides service to customers in a professional, timely and efficient manner, and acts as an interface between IT and customers to ensure that customers¿ needs are completely addressed in a satisfactory manner.
Currently all SMB staff are required to participate in an on-call rotation. When the bureau is fully staffed this would mean being available for 24 hours on a weekend, approximately once every 8 weeks.
Who are the customers?
DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico.
Ideal Candidate
DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the state of New Mexico.
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
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
In office setting with exposure to Visual/Video Display terminal and extensive personal computer and telephone usage with extended periods of sitting. May be required to work overtime. May be required to work on-call duty shifts as part of our commitment to essential 24/7 operation. Must be able to lift 35 lbs.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Melissa Litzenberg (505) 538-5737 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.
