Senior IT Support Technician

$26.57 - $39.86 Hourly

$55,273 - $82,909 Annually

This position is a Pay Band C7

Posting Details

Interviews are anticipated to be conducted within two weeks of closing date.

Department Name: Resource Management Division
Program Area: Office of Information Technology

Looking for a rewarding career and growth opportunity? The New Mexico Environment Department (NMENV) is seeking highly engaged talent to assist us in our mission to protect and restore the environment and foster a healthy and prosperous New Mexico for present and future generations. Come be a part of our great team for change Learn more at: https://www.env.nm.gov/

As a valued new employee to the NMENV, you will receive five (5) full days of leave in your leave balances right from your start date.

Why does the job exist?

This position ensures the reliable, secure, and efficient operation of the organization¿s computing environment by serving as a primary escalation point for complex technical support needs. Working with minimal supervision, the Senior IT Support Technician provides advanced Tier 2 and Tier 3 support to end users, resolving a wide range of hardware, software, and network issues that impact productivity and service delivery. In addition to diagnosing and resolving sophisticated technical problems, the role leads routine maintenance activities, mentors junior technicians, and coordinates the escalation of critical issues to specialized teams. Through technical expertise and proactive support, this position plays a key role in maintaining stable, high-performing day-to-day business operations.

How does it get done?

- Serves as a technical expert or tier 3 support in a help desk
- Often serves as the final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems to appropriate IT staff or vendors
- Documents, tracks, and monitors the problem to facilitate a timely resolution. Updates global knowledge database for problem resolution
- Provides technical guidance and advanced training; may lead or direct lower-level staff
- Diagnoses and resolves complex problems; responds to escalated problems from Tier 2; provides remote problem resolution when possible, dispatches problems to associated groups throughout the unit supported

Who are the customers?

- New Mexicans to protect and restore the environment
- Occasional contact with external Federal, State and Local regulatory bodies as well as contractors and environmental not for profit organizations
- Internal staff

Ideal Candidate

The ideal candidate will have the following:
- Demonstrating strong troubleshooting and problem-solving skills across hardware, software, and advanced network environment
- Providing clear, customer-focused communication when assisting end users with technical issues
- Showing the ability to prioritize, triage, and resolve technical requests in a fast-paced support setting
- Understanding core IT support practices such as system monitoring, routine maintenance, and basic security awareness
- Collaborating effectively with team members and escalates issues appropriately to ensure timely resolution

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 possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

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. Some sitting, standing, bending and reaching may be required. Ability to lift up to 50 lbs.

Supplemental Information

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Agency Contact Information: Barbie Segovia, (505) 690-3334, or Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
For more information on how to apply, please check out the Application Guide: link

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.