Senior IT Support Technician (DPS #10117459)

Posting Details

The New Mexico Department of Public Safety (DPS) is looking for a proven and personable customer support team member for the IT Application Support Team. The Application Development and Support Bureau (ADSB) is a key strategic bureau within DPS's Information Technology Division ((ITD). DPS houses the New Mexico State Police (NMSP) and provides many services to the entire law enforcement community throughout New Mexico. DPS is the FBI designated Criminal Justice Information Services (CJIS) Systems Agency (CSA) for the State of New Mexico. As such, DPS is the exclusive entity in New Mexico that provides access to CJIS for all federal, state, local and tribal law enforcement agencies. The ADSB plays an integral part in supporting and sustaining the applications of DPS to keep up with rapidly growing law enforcement technological advancements.

The DPS ITD provides a portfolio of services to the entire law enforcement community in New Mexico in addition to being the key technology partner of NMSP and the other statewide law enforcement support divisions of DPS. The ITD Leadership Team is committed to helping everyone on our team grow professionally and personally through training, mentorship, and challenging work assignments.

DPS has one of the most complex networks in the State of New Mexico consisting of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout the state including the Governor's Mansion. In addition to these physical locations, the network consists of 650 NMSP patrol units, the NMSP helicopter and several mobile command centers. The network is accessed 24 hours per day, 7 days per week with no tolerance for downtime by DPS civilian staff, NMSP, and all federal, state, local and tribal law enforcement agencies (LEAs) to receive mission-critical CJIS and to access many other systems. These systems are essential to law enforcement statewide.

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 grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments. The significant number of our employees who have been promoted into higher positions is evidence of our success. ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI and the Cybersecurity and Infrastructure Security Agency (CISA). ITD and its employees are valued by the leadership of DPS as an essential part of the public safety services in New Mexico. If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.

ADSB is responsible for developing and supporting in-house applications, vendor-hosted applications, and third-party system data integrations for DPS, NMSP, and the entire statewide law enforcement community. Many of the applications are highly specialized for law enforcement and are installed in the various environments describe earlier.

Why does the job exist?

The Senior IT Support Technician is responsible for delivering outstanding customer engagement and support services for in-house and vendor applications utilized by DPS and the law enforcement community.

The Application Support team consists of 8 FTE positions, including this customer support position. This position is an integral part of delivering customer service excellence in support of applications including the Record Management System (RMS), Computer Aided Dispatch (CAD) system, the Traffic and Criminal Software (TraCS) program and an ecosystem of systems delivering CJIS to all law enforcement, courts and corrections in New Mexico. DPS ITD operates a 24/7/365 IT Service Desk used by both DPS/NMSP personnel and over 12,000 other public safety personnel throughout the State of New Mexico. This includes all local, state, tribal and federal law enforcement officers, dispatchers, courts, and detention centers. The Application Support team provides advanced support.

This position is a direct report to the Application Support Manager, who will provide direction, guidance and collaboration opportunities in delivering great customer service for DPS and law enforcement community. This position is responsible for the day-to-day operational customer support of the application profile, including the 24/7/365 operations supporting law enforcement statewide.

How does it get done?

The following are the primary duties of this position

1 - Provide direct customer support with friendly, timely, and courteous service while serving as a technical expert in delivering great customer service to end users.

2 - Provide overflow support to Call Center/Help Desk and Desktop/Regional Support staff during high-volume periods or when those teams are overwhelmed, as time and workload permit.

3 - Develop or assist management in development of systems for all End User Support functions.

4 - Serve as a point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate IT staff or vendors.

5 - Documents, tracks, and monitors the problem to facilitate a timely resolution. Update global knowledge database for problem resolution.

6 - Ensure practice of department security standards.

7 - Apply diagnostic techniques for problem troubleshooting.

8 - Provide technical guidance and advanced training; may lead or direct lower-level staff.

9 - Keep current with industry standards, evolving technologies, and methodologies.

10 - Diagnose and resolve complex problems; respond to escalated problems from Call Center/Help Desk and Desktop/Regional Support; provide remote problem resolution, when possible, dispatch problems to associated groups throughout the unit supported.

11 - Apply skill in multiple types of operating systems.

12 - Work independently and as a team member.

13 - Take personal responsibility for the success of the support team and ITD as a whole.

Who are the customers?

DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the State of New Mexico.

Ideal Candidate

DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the State of New Mexico.

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

Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results. Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.

In addition, the selected candidate must possess and maintain a valid driver's license and obtain a Defensive Driving Certificate from the State of New Mexico.

Working Conditions

This position is classified as essential personnel within the Department of Public Safety and requires on-site presence to maintain the security and integrity of mission-critical database systems. Remote work is not available for this position. Work is performed primarily in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and telephone usage with extended periods of sitting. The ability to lift up to 25lbs. Occasional travel may be required. Rotation of on-call duties for nights and weekends is required.

Supplemental Information

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Agency Contact Information

Michael Brown (505) 316-8650 Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.