IT Systems Administrator I

29.66 - $47.46 Hourly

61,700 - $98,720 Annually

This position is a Pay Band ID

Posting Details

Interviews are anticipated within two (2) weeks of closing date.

Why does the job exist?

The Department of Health Information Technology Services Division, Level 1 Support position provides technical

support for over 3,000 computers and computer systems throughout the state of New Mexico. This position is responsible for maintaining desktop hardware required for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities and State run Facilities. Infrastructure maintained by this staff facilitates NMWIC, Immunization Services, Family Planning Services, Behavioral Health Services, Substance Abuse Recovery Services, the Division of Health Improvement, Medical Cannabis Program, Scientific Labs Division, Fort Bayard Medical Center, NM State Veterans Home, Sequoia Adolescent Treatment Center, Turquoise Lodge, Los Lunas Community Program, and NM Behavioral Health Institute. 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. 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. This position installs, configures, and maintains software on workstations, and support and work with the Network Operations team on network infrastructure components within every division. This position will support and receive purchasing equipment for the Department of Health, including maintaining purchasing documentation for all purchased requests IT equipment and communication to the Business Units. 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. Tasks include IT customer service incidents and service requests, computer and network hardware and infrastructure deployment, maintenance, and repair, 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?

Department of Health Employees.

Ideal Candidate

The ideal candidate has experience supporting a Microsoft Windows workplace by troubleshooting and resolving computer related incidents and service requests. This candidate provides high quality technical support to their customers. 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.

Minimum Qualification

Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in end user support, systems administration, network administration, or any related field. Any combination of education from an accredited college or university in a related field and / or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.

Substitution Table

These combinations of education and experience qualify you for the position :

Education Experience Education Experience 1 High School Diploma or Equivalent AND 4 years of experience OR High School Diploma or Equivalent AND 4 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 2 years of experience Associate's degree or higher in any field AND 4 years of experience 3 Bachelor'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

Working in cramped positions in server rooms and under customer workstations installing networking hardware and computers multiple times a day can be very physically difficult work. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the individual. Managing multiple high priority issues at different locations can require the individual to perform at a consistently high-level of energy for extended periods of time. This position requires the extensive physical activity on a daily basis, including long periods of visual acuity in front of a computer screen, standing while performing manually strenuous tasks, listening to input from customers via telephone while performing technical tasks on a computer, and repetitive

stooping, crouching, kneeling, and bending, while lifting, grasping, and manipulating computer hardware. Support of computer hardware that may be located overhead, in cramped, poorly ventilated locations is required.

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 40 lbs.

Supplemental Information

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Agency Contact Information : Benjamin Blacklock (505) 252-9824. 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.

Salary : $61,700 - $98,720