IT Systems Administrator

$29.66 - $47.46 Hourly $61,700 - $98,720 Annually This position is a Pay Band ID Posting Details THIS POSTING WILL BE USED FOR ON-GOING RECRUITMENT AND WILL REMAIN OPEN UNITL FILLED. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE. Why does the job exist? The Department of Health Information Technology Services Division, Level 2 Support position provides technical support for over 3,000 computers and computer systems in a predominately Windows environment throughout the state of New Mexico. This position is also responsible for maintaining networking hardware and servers required for operability of all programs, divisions and bureaus at the Department of Health. 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 computer failures and server crashes. 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? This position supports all of the Department of Health. Ideal Candidate The ideal candidate will also have experience troubleshooting network and Windows OS related issues. Minimum Qualification Associate's 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. Substitutions Apply. See Substitution Table below. 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 Must possess and maintain a valid Driver's License. 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 Do you know what Total Compensation is? Click here Agency Contact Information: Mark Silva (505) 412-0719. 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.