Senior IT Support Technician (DPS #10117444)

Posting Details

DPS houses the New Mexico State Police and provides many services to the entire law enforcement community. DPS is the FBI designated Criminal Justice Information Services (CJIS) Systems Agency for the State of New Mexico.

DPS has one of the most complex networks in the State of New Mexico. It consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, 3 forensic labs, 3 911 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 network consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers. DPS systems are accessed - with no tolerance for downtime - 24 hours per day, 7 days per week by DPS civilian staff, NMSP, and all federal, state, local and tribal law enforcement agencies (LEAs) needing access to mission critical Criminal Justice Information Services (CJIS) Systems and many other systems.

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 improve their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments.

Why does the job exist?

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 to serve as a Senior IT Support Technician at the Department of Public Safety (DPS). This position is a member of the IT Service Management Bureau and reports directly to the IT End User Support Manager. 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.

This position is a member of the 2nd tier support team in a multi-tiered support environment, resolving technical problems for clients both on-site and remotely. This position is based at DPS HQ in Santa Fe, and will involve traveling to different locations, mainly in the Northeastern New Mexico region.

The Senior IT Support Technician aids customers (law enforcement officers, dispatchers, and civilians) with the use of computer technology on various hardware and software platforms utilized within the law enforcement field. This includes office-based, body-worn, and in-vehicle systems. The position provides service to customers in a timely and efficient manner, acts as an interface between IT and customers and ensures that customers needs are completely addressed in a satisfactory manner.

How does it get done?

1. Provide escalated response to requests for technical assistance with various hardware, software, peripheral, and networking devices. Escalate more complex problems to appropriate Tier 3 (specialist) support teams.

2. Documents, tracks, and monitors the problem to facilitate a timely resolution.

3. Answers questions and gives information, advice, and instructions to end users and fellow ITD team members.

4. Provide installation, upgrade, configuration, and troubleshooting of computing and communication devices and peripherals.

5. Ensure practice of department security standards.

6. Provide guidance and assistance with IT purchasing.

7. Gather asset inventory and software license information.

8. Provide excellent customer service.

9. Apply diagnostic techniques for problem troubleshooting.

10. Potential on-call work.

The Senior IT Support Technician provides escalated support for IT incidents and service requests. They will perform endpoint configuration and deployment, along with on-going technical procedures, troubleshooting, upgrades and maintenance, security, disaster mitigation and disaster recovery for the end user environment. The technician will be familiar with the various software applications and IT hardware utilized by DPS end users. In addition, the technician will assist in user