IT Technician - This is not a remote position

Bernalillo County•Albuquerque, NM

2d•$22 - $31•Onsite

About The Position

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more. IT Technician serves as a first-level responder within the Customer Solutions and Services (CSS) division. Provides front-line support for computer hardware, software, telecommunications, and audiovisual systems. Troubleshoots and resolves issues remotely or on-site, and escalates unresolved problems to higher-tier IT staff or appropriate divisions.

Requirements

High School Diploma or GED.
One (1) year of work experience as a first or second responder related to Information Technology.
Any equivalent combination of related education and/or experience may be considered for the above requirements.
Employee must successfully complete the post-offer employment medical examination and background investigation.
Employee must comply with the safety guidelines of the County.
Employee must complete required FEMA training(s) as assigned to position.
Employee must have a valid New Mexico driver’s license by employment date and maintain a valid NM driver’s license while employed in this position.

Nice To Haves

Completed Information Technology certifications.

Responsibilities

Respond to requests for IT support via phone calls, instant messaging, email, or ticketing systems.
Gather issue details, assess severity, and resolve or escalate as needed.
Provide remote or on-site assistance with desktop computers, peripherals, telecommunications equipment, and audiovisual systems.
Document and track service requests using system logs, ticketing systems, and maintenance tools.
Guide users through troubleshooting steps and provide accurate information about IT products and services.
Access and contribute to departmental knowledge base resources to support issue resolution.
Explain basic system functions and user access rights to customers.
Alert management of production issues and potential problems.
Communicate with higher-level IT staff regarding documentation, testing, and scheduling.
Notify users of system outages and schedule changes.
Provide after-hours support as assigned.
Handle sensitive and confidential information in accordance with applicable policies and procedures.