What are the responsibilities and job description for the IT Security End User Support II (SOS #10111860) position at State of New Mexico?
Posting Details
THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.
The mission of the Office of the Secretary of State is to administer elections and government ethics in accordance with state and federal law and to maintain and provide access to the instruments vital to the efficient operation of state government. It is also the mission of the Secretary of State to file and maintain records vital to the interests of commerce and industry.
The SOS Security Division is overseen by the Chief Information Security Officer and houses the SOS Election Security Program. The program provides cyber and physical security support to the Office and NM's 33 counties. The program provides hardware, software, and support to election security initiatives in NM and partners with state and federal entities to train county personnel, report events/incidents, provide scrubbing services, support ballot drop boxes, support election night reporting, manage tabulator security, and support cyber security projects. This program also conducts IT round-tables which provide support and guidance to county clerks and IT staff during the election cycle and assesses cyber security risk for the Office and counties.
To learn more about the Secretary of State, please visit our website: https://www.sos.nm.gov/
Why does the job exist?
This position provides agency-wide end user technical support for the Office of Secretary of State security processes. It is a part of the Office of the Secretary of State Information Security Division and serves end users in resolving hardware and software issues by fielding telephone calls, Team chats and email communication, diagnosing problems and performing troubleshooting activities. It provides end user technical support for the election security program security processes which on occasion requires travel to New Mexico county clerk locations.
How does it get done?
1. Diagnose and resolve basic and complex problems; respond to escalated problems from clients; perform triage, provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.
2. Serve as a technical expert and/or tier 2 support.
3. Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate Tier 3 support teams.
4. Documents, tracks, and monitors problems to facilitate timely resolution.
5. Ensure practice of department security standards.
6. Update status reports.
7. Gather asset inventory and software license information.
8. Provide technical guidance and advanced training; may lead or direct lower-level staff and/or provide technical and/or process training to SOS staff at all levels.
9. Support Election Security Program Projects, Ballot Box Technical Support and IT Support as appropriate.
Who are the customers?
Office of the Secretary of State employees and constituents of New Mexico.
Ideal Candidate
Office of the Secretary of State employees and constituents 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 and be able to obtain a defensive driving course certification within six months of hire date including pass a background check, as a condition of continued employment.
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
Do you know what Total Compensation is? Click here
Agency Contact Information: Anthony Humphries (505) 459-6926. 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.
THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.
The mission of the Office of the Secretary of State is to administer elections and government ethics in accordance with state and federal law and to maintain and provide access to the instruments vital to the efficient operation of state government. It is also the mission of the Secretary of State to file and maintain records vital to the interests of commerce and industry.
The SOS Security Division is overseen by the Chief Information Security Officer and houses the SOS Election Security Program. The program provides cyber and physical security support to the Office and NM's 33 counties. The program provides hardware, software, and support to election security initiatives in NM and partners with state and federal entities to train county personnel, report events/incidents, provide scrubbing services, support ballot drop boxes, support election night reporting, manage tabulator security, and support cyber security projects. This program also conducts IT round-tables which provide support and guidance to county clerks and IT staff during the election cycle and assesses cyber security risk for the Office and counties.
To learn more about the Secretary of State, please visit our website: https://www.sos.nm.gov/
Why does the job exist?
This position provides agency-wide end user technical support for the Office of Secretary of State security processes. It is a part of the Office of the Secretary of State Information Security Division and serves end users in resolving hardware and software issues by fielding telephone calls, Team chats and email communication, diagnosing problems and performing troubleshooting activities. It provides end user technical support for the election security program security processes which on occasion requires travel to New Mexico county clerk locations.
How does it get done?
1. Diagnose and resolve basic and complex problems; respond to escalated problems from clients; perform triage, provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.
2. Serve as a technical expert and/or tier 2 support.
3. Act as the first or second line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate Tier 3 support teams.
4. Documents, tracks, and monitors problems to facilitate timely resolution.
5. Ensure practice of department security standards.
6. Update status reports.
7. Gather asset inventory and software license information.
8. Provide technical guidance and advanced training; may lead or direct lower-level staff and/or provide technical and/or process training to SOS staff at all levels.
9. Support Election Security Program Projects, Ballot Box Technical Support and IT Support as appropriate.
Who are the customers?
Office of the Secretary of State employees and constituents of New Mexico.
Ideal Candidate
Office of the Secretary of State employees and constituents 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 and be able to obtain a defensive driving course certification within six months of hire date including pass a background check, as a condition of continued employment.
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
Do you know what Total Compensation is? Click here
Agency Contact Information: Anthony Humphries (505) 459-6926. 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.
