Posting Details
Interviews are anticipated to be conducted within two weeks of closing date.
This posting may be used to fill multiple vacancies.
Our Vision
Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system.
Our Mission
We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services.
Our Goals
Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce.
Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives.
Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information.
Build the best team in state government by supporting employees' continuous growth and wellness.
Why does the job exist?
The Senior IT Support Technician will:
Serve as the agency's primary technical expert for desktop and local area network support, ensuring timely resolution of all reported issues;
Develop systems and processes that enhance end-user support functions and strengthen overall service delivery;
Maintain and improve the global knowledge database to drive unit-wide efficiency and consistency;
Ensure the agency remains aligned with evolving industry standards and emerging technologies;
Act as a strategic partner in evaluating and selecting new operating systems and applications.
How does it get done?
The Senior IT Support Technician is responsible for:
Diagnosing and resolving complex escalated incidents across Windows enterprise systems, Microsoft 365, Active Directory, and VPN platforms;
Performing effective triage to improve team resolution efficiency, providing remote support when possible and dispatching technicians for hardware-related issues;
Maintaining accurate, detailed documentation within ITSM platforms (SysAid) and contributing to knowledge base content to support consistent, repeatable resolution practices;
Serving as a Subject Matter Expert (SME) for enterprise applications, supporting user access needs and functional troubleshooting;
Overseeing system and hardware operations, monitoring consoles, responding to system alerts, and performing routine maintenance tasks such as software updates and virus checks.
Who are the customers?
The Health Care Authority (HCA) staff, contractors, and clients.
Ideal Candidate
The Health Care Authority (HCA) staff, contractors, and clients.
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 obtain a Defensive Driving Certificate.
Employment is subject to a pre-employment criminal background investigation and is conditional pending results.
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 50 lbs.
Supplemental Information
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Agency Contact Information: Theresa Romero, (505) 394-2977. 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.
