IT Technician

Job Posting Title: IT Technician
Department: Information Technology
Location: 415 SILVER AVE SW
Pay: $21.41 - $29.79
Close Date: March 2nd, 2025

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 on a team in the Customer Solutions and Services (CSS) division, fielding calls and requests for computer hardware, software and telecommunication issues; troubleshoots and repairs access issues, system problems or outages and provides remote or on-site technical assistance to customers; escalates any problems to higher tier IT staff members or divisions if unable to be resolved on first call.

DUTIES AND RESPONSIBILITIES

1.          Provides first level IT support to requests for assistance thru calls received from a call manager queue, IM chats, emails or thru a ticketing system; verifies the location of the problem by eliciting information from end users regarding the nature of the issue; determines severity of problem and either resolves or refers to higher-level information technology staff member or division.
2.          Assists customers remotely or on-site with desktop computer, peripheral, telecommunication, audio visual or related technology problems; utilizes and updates system maintenance logs and other tools to prepare trouble tickets and to track and respond to service requests.
3.          Provides accurate information to customers on IT products or services.
4.          Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
5.          Utilizes and contributes to multiple departmental knowledge database resources.
6.          Provides information on basic system and application functions; explains user access rights.
7.          Informs management of existing or potential production problems; maintains knowledge based solution logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes.
8.          Provides after hours’ technology support as assigned.
9.          Incumbent(s) in this classification may handle sensitive and/or confidential records, plans, documents or decisions that require maintaining confidentiality of sensitive information.   
10.        Any one position may not include all duties listed. However, the allocation of positions will be determined by the amount of time spent performing the essential duties listed above. 
11.        Perform other job related duties as required or assigned.

*The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.

MINIMUM QUALIFICATIONS

High School Diploma or GED, and 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.

ADDITIONAL REQUIREMENTS

PREFERENCES

1.          Completed Information Technology certifications.

The offer of this Bernalillo County position requires compliance with the following:

1.          Employee must successfully complete the post-offer employment medical examination and background investigation.
2.          Employee must comply with the safety guidelines of the County.
3.          Employee must complete required FEMA training(s) as assigned to position.
4.          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.

WORKING CONDITIONS

1.          Work is typically performed in an indoor office environment, and may require travel to other locations.  
2.          Work environments may include noise, dust and/or unpleasant odors, and may occasionally require work in confined spaces.  
3.          Occasional evening, holiday and/or weekend work may be required.

EQUIPMENT, TOOLS AND MATERIALS

1.          Equipment typically used to perform administrative duties include the telephone, computer, terminal, computer printer, computer keyboard, photocopy machine, fax machine, and calculator.
2.          Materials and products handled in the course of performing essential duties vary but may include files, forms, reports, various other paperwork, a wide variety of basic office supplies and equipment.