What are the responsibilities and job description for the IT End User Support II (HCA/ITD #29600) position at State of New Mexico?
Posting Details
This job posting may be used to fill multiple vacancies.
Interviews are anticipated to be conducted within two weeks of closing date.
The New Mexico Health Care Authority (HCA) is a state agency that provides comprehensive, accessible, and high-quality health care services to New Mexico residents. The agency is responsible for managing key services such as Medicaid, SNAP, TANF, and LIHEAP, ensuring uninterrupted support and care for New Mexicans.
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 IT End user Support II must provide essential Tier 1 and Tier 2 technical support to Health Care Authority (HCA) end-users, ensuring they can effectively use computer hardware, software, and network systems.
The IT End user Support - II will:
Diagnose and resolve both basic and more complex technical issues that end-users encounter;
Serve as a technical expert and offer support and guidance to lower-level staff and;
Maintain productivity, minimize downtime, and enhance user satisfaction, ensuring that technical issues are handled efficiently within the agency.
How does it get done?
The IT End User Support II is responsible for:
Acting as the first or second line of response for technical assistance related to hardware, software, peripherals, and networking issues;
Escalating more complex problems to appropriate Tier 3 support teams;
Serving as a technical expert or Tier 2 support in a help desk environment, providing expertise and guidance to both end-users and lower-level staff and;
Diagnosing and resolving basic and more complex problems by responding to escalated issues from clients, performing triage, providing remote problem resolution when possible, and dispatching unresolved hardware issues to clients.
Who are the customers?
The Health Care Authority (HCA) staff, contractors, and clients.
Ideal Candidate
The Health Care Authority (HCA) staff, contractors, and clients.
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.
Must obtain a Defensive Driving Certificate.
Employment is subject to a pre-employment criminal history background investigation and is conditional pending results.
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:
Do you know what Total Compensation is? Click here
Agency Contact Information: Alex Rodriguez, (505) 538-5184. 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.
This job posting may be used to fill multiple vacancies.
Interviews are anticipated to be conducted within two weeks of closing date.
The New Mexico Health Care Authority (HCA) is a state agency that provides comprehensive, accessible, and high-quality health care services to New Mexico residents. The agency is responsible for managing key services such as Medicaid, SNAP, TANF, and LIHEAP, ensuring uninterrupted support and care for New Mexicans.
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 IT End user Support II must provide essential Tier 1 and Tier 2 technical support to Health Care Authority (HCA) end-users, ensuring they can effectively use computer hardware, software, and network systems.
The IT End user Support - II will:
Diagnose and resolve both basic and more complex technical issues that end-users encounter;
Serve as a technical expert and offer support and guidance to lower-level staff and;
Maintain productivity, minimize downtime, and enhance user satisfaction, ensuring that technical issues are handled efficiently within the agency.
How does it get done?
The IT End User Support II is responsible for:
Acting as the first or second line of response for technical assistance related to hardware, software, peripherals, and networking issues;
Escalating more complex problems to appropriate Tier 3 support teams;
Serving as a technical expert or Tier 2 support in a help desk environment, providing expertise and guidance to both end-users and lower-level staff and;
Diagnosing and resolving basic and more complex problems by responding to escalated issues from clients, performing triage, providing remote problem resolution when possible, and dispatching unresolved hardware issues to clients.
Who are the customers?
The Health Care Authority (HCA) staff, contractors, and clients.
Ideal Candidate
The Health Care Authority (HCA) staff, contractors, and clients.
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.
Must obtain a Defensive Driving Certificate.
Employment is subject to a pre-employment criminal history background investigation and is conditional pending results.
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:
Do you know what Total Compensation is? Click here
Agency Contact Information: Alex Rodriguez, (505) 538-5184. 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.
