What are the responsibilities and job description for the IT End User Support III (HCA/ITD #26651) position at State of New Mexico?
Posting Details
This job posting may be used to fill multiple vacancies.
This posting will be used for ongoing recruitment and may close at any time. Applicant lists may be screened more than once.
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 Information Technology Division (ITD) provides timely and cost-effective information technology services to The Health Care Authority, it's programs, divisions, and offices. This support enables the department to fulfill the mission of the HCA in an efficient and responsive manner, and ensures the HCA gains full benefit from its current and future investments in technology.
IT End User Support III will:
Serve as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues.
How does it get done?
IT End User Support III is responsible for:
Developing or assisting management in the development of systems for all End User Support functions;
Often serving as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance;
Escalating more complex problems to appropriate IT staff or vendors;
Documenting, tracking, and monitoring the problem to facilitate a timely resolution;
Updating a global knowledge database for problem resolution;
Ensuring practice of department security standards and;
Updating daily status reports and shift handover reports if applicable.
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 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 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) and extensive personal computer and phone usage. Some travel may be required. Ability to lift up to 50 lbs.
Supplemental Information
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.
This posting will be used for ongoing recruitment and may close at any time. Applicant lists may be screened more than once.
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 Information Technology Division (ITD) provides timely and cost-effective information technology services to The Health Care Authority, it's programs, divisions, and offices. This support enables the department to fulfill the mission of the HCA in an efficient and responsive manner, and ensures the HCA gains full benefit from its current and future investments in technology.
IT End User Support III will:
Serve as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues.
How does it get done?
IT End User Support III is responsible for:
Developing or assisting management in the development of systems for all End User Support functions;
Often serving as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance;
Escalating more complex problems to appropriate IT staff or vendors;
Documenting, tracking, and monitoring the problem to facilitate a timely resolution;
Updating a global knowledge database for problem resolution;
Ensuring practice of department security standards and;
Updating daily status reports and shift handover reports if applicable.
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 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 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) and extensive personal computer and phone usage. Some travel may be required. Ability to lift up to 50 lbs.
Supplemental Information
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.
