Computer Support Technician (Information Technology)
POSITION TITLE: Computer Support Technician
CLASSIFICATION: Nonexempt
DEPARTMENT: Information Technology
SUPERVISOR: IT Director
GRADE: NE9
Position Summary:
The Computer Support Technician provides technical support and troubleshooting for Santa Ana Pueblo government, businesses, and residents. You will handle complex incidents and service requests related to hardware, software, network, and other IT infrastructure components. Your role will involve diagnosing and resolving technical issues, ensuring timely resolution, and maintaining a high level of customer satisfaction.
This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.
Essential Duties & Responsibilities:
Provide expert-level support for IT incidents and service requests escalated from service desk team members. Diagnose and resolve complex technical issues related to hardware, software, network, and other IT infrastructure components. Perform advanced troubleshooting using appropriate tools and techniques. Collaborate with other IT staff and vendors to resolve issues and implement solutions. Create solutions to automate common problems Document solutions in the knowledgebase Document all support activities in the IT Service Management system, including interactions, troubleshooting steps, and resolutions. Ensure incidents are resolved within established SLA guidelines. Proactively identify recurring issues and escalate to appropriate teams for resolution. Participate in IT projects and initiatives as required. Provide guidance and mentoring to service desk team members.
Minimum Qualifications:
Associate Degree in Computer Science or related field plus two years of work experience in helpdesk or desktop support; or equivalent combination of education and experience. Must possess and maintain a valid New Mexico drivers license.
Knowledge, Abilities, Skills, and Certifications:
Proven experience as a team player in a fast-paced environment Customer service-oriented attitude Hands-on experience with Microsoft services including Windows 11, M365, Entra ID, Endpoint Manager (Intune) and tools to provide remote support Ability to set up and configure laptop and desktop hardware Excellent communication skills. Strong analytical and problem-solving skills. Professional certification (e.g., A+, Network+, Security+) is a plus.
Physical Demands:
Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. Frequently required to walk. Occasionally required to stand; stoop, kneel, crouch, or crawl. Must occasionally lift and/or move up to 25 pounds.
Work Environment:
Work is generally performed in an office setting with a moderate noise level.
