Provides effective technical support, and efficient IT service delivery to NMDPS customers including external law enforcement and SoNM customers which utilize DPS technical informational resources. Provides on-stie technical systems administration to the enterprise solutions within the southern region of NM. Critical in the implementation of NMDPS security initiatives and the immediate need to mitigate threats and disaster recovery incidents.

Provides advanced technical support in configuration, deployment, maintenance, upgrade, troubleshooting, security for the DPS end-point infrastructure. Assist with developing and defining the endpoint infrastructure improvements by keeping abreast or technology trends and working with technology vendors. Perform evaluation and testing of new equipment to improve the mission critical infrastructure for the department. Work with ITD technical teams and vendors for evaluating new technology and resolving endpoint infrastructure issues.

DPS's IT division is dedicated to the agency's mission of keeping NM's public and law enforcement officers safe. This mission is a huge responsibility, but also a source of significant pride and joy satisfaction. We are looking for team players who can proudly serve the public in this most critical mission. The leadership of the DPS IT Division is committed to helping everyone on our team grow professionally and personally through training, mentorship and challenging work assignments.

This is a key senior resource responsible for assisting management in setting standards and providing support to the service desk team in support of DPS's desktop and mobile computing environment which provides access to mission critical IT services including Jira Service Management, SmartDeploy, Watchguard, NM Criminal Justice Information System (NMCJIS); NM Law Enforcement Telecommunications System (NMLETS); National Law Enforcment Telcommunications System (NLETS), NM MVD, Concealed Carry Weapon, (CCW), NMLEADS and NCIC, CAD, SafetyNet, activities and other applications on the law enforcement program mobile systems as well as DPS computer systems located in remote physical facilities.

Assists in the creation of software and hardware standards providing initial configuration and deployment and ongoing technical support, upgrades and maintenance, troubleshooting, security, disaster mitigation and disaster recovery for the desktop and mobile environment. Be familiar with the various operating systems and software applications utilized by DPS users; to include support, patching, and monitoring of these systems and software. Assist in user management of these applications as directed and operate under minimal supervision. Perform the following on a regular basis:

1. Install software and utilities for server and workstation remediation
2. Resolve incident reports as needed for infrastructure support
3. Maintain system security and user accounts
4. Install, configure and test workstations or servers with supporting hardware, software and networking components
5. Provide routine level 1 consultation and general IT support within the department
6. Ensure data/media recovery by implementing a schedule of system backups and database archive operations.
7. Participate in testing, debugging, configuring, and documenting operating systems and software
8. Monitor, tune and troubleshoot the operating system
9. Install, configure, and maintain infrastructure cabling, and peripherals as necessary
10. Install various hardware platforms.

DPS including law enforcement and criminal justice agencies.

The ideal candidate should have experience providing Tier 3 technical support to end-users for computer hardware, software and/or network problems. Have experience supporting and managing law enforcement and criminal justice data as well as working with computer imaging software in an enterprise environment.

Associate's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering or similar technical degree and two (2) years of experience in end user support, systems administration, network administration or any related field. Substitutions Apply. See Substitution Table below.

Must possess and maintain a valid driver's license, obtain a defensive driving certificate within six months of hire. Subject to a national fingerprint-based record check within 30 days of assignment and contingent upon remaining felony-free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.

State of New Mexico employees may be impacted by the Public Health Order dated December 19, 2022, which requires facilities licensed or certified by the Centers for Medicare and Medicaid Services ("CMS"), including all hospital types, long-term care facilities, nursing homes, hospice facilities and rehabilitation facilities, as well as assisted living facilities and adult day care settings, to adhere to all COVID-related requirements prescribed by CMS, including, but not limited to masking and staff vaccination.

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 50lbs.
Occasional overtime may be required.

This position is not covered by a collective bargaining agreement.