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Lead IT Support Technician

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Lead IT Support Technician

Salary

$26.92 Hourly

Location

Las Cruces, NM

Job Type

Full-time Regular

Job Number

J074 05-25 TB

Department

Information Technology Services

Opening Date

05/06/2025

Closing Date

5/26/2025 11:59 PM Mountain

+ Description

+ Benefits

+ Questions

Nature of Work

Performs and provides advanced support and maintenance of City computers, software, printers, and peripheral equipment. Develops, designs, and implements solutions and leads, directs, and manages technical projects.

Work Situation Factors:

Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies.

Environment al Factor s :

Work is performed in a standard office environment.

Physical Factors:

Light physical demands: mostly desk work requiring the ability to lift and carry files and reports and frequent use of a personal computer.

Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

FIRST CONSIDERATION MAY BE GIVEN TO CURRENT EMPLOYEES WHO MEET THE MINIMUM QUALIFICATIONS.

Full-time, regular, non-exempt position.

This position is graded RN18.

Duties and Responsibilities

+ Provides senior level expertise for end user computing technology and networking projects; works with the IT Support Supervisor to develop specifications and project plans to accomplish departmental strategic objectives; serves as a resource for the escalation of issues for technicians.

+ Administers and maintains Intune System Center Configuration Manager (SCCM) and other endpoint management systems; facilitates configuration, security, interface, access, and performance support for the user community and vendors to ensure high levels of availability, performance, security, and management for endpoint devices such as Windows, Android, iOS, and MacOS.

+ Coordinates and facilitates testing of deployment and management configurations for new or existing applications for desktop and mobile devices; employs Intune/SCCM configurations and other endpoint management systems and applies functional changes with applicable staff members to enhance application or process efficiency.

+ Recommends, schedules, and performs software and hardware improvements, upgrades, patches, and reconfigurations; recommends purchases to maintain system integrity and promote increased functionality; maintains applications to support delivery of services using multiple application platforms.

+ Advocates for, participates in, and supports capacity planning and development of long-term strategic goals for desktop and other endpoint management systems to meet established objectives.

+ Monitors and analyzes work orders for timely resolution to determine if patterns exist to indicate issues requiring research, testing, and development or change in the software and workflow processes.

+ Performs advanced technical work in coordination with applicable staff to solve complex process issues and enhance and maintain application performance and integrity.

+ Performs and provides device troubleshooting to diagnose systemic problems affecting the management of devices; performs user needs analysis, specifications development, and coordination for the deployment of end user computing technology; develops technical solutions and project plans to meet users' needs.

+ Creates and maintains Active Directory (AD) user accounts and system access rights and associated security configurations for e-mail, network-based applications, and file shares; creates and maintains Group Policy Object scripts and AD Organizational Unit structures.

Minimum Qualifications

Associate's degree in Computer Science AND three (3) years computer systems maintenance experience in an enterprise (more than 100 workstations) Microsoft Active Directory environment. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy.

Licenses/Certification(s)

Valid driver's license is required. Position requires an acceptable driving record in accordance with City of Las Cruces policies. CompTIA A+ Certification required; Microsoft Technology Associate (MTA) certification may preferred. Position requires an acceptable driving record in accordance with City of Las Cruces policies.

Knowledge, Skills, and Abilities

Knowledge of: Computer hardware and software; deploying, configuring and maintaining devices in a Microsoft Server AD and Azure AD environment using Intune and SCCM; Active Directory Group Policy, SCCM/Intune compliance management, SCCM image deployment, Windows Autopilot and application package creation and deployment; Office 365 management, practices and principles of effective device management; writing and testing GOP’s and Compliance Items, testing system functionality, and resolving anomalies; researching and implementing new features for systems and applications;; systems software protocols and standards in the Microsoft environment; tools and techniques of effective project management; principles of maintaining network operating domains, device deployments, and Windows, Android, and iOS software deployments; troubleshooting techniques for network hardware, software and peripheral equipment; device management system administration, configuration change procedures, and documentation of system configuration; system access and security guidelines and procedures; current principles of record keeping and records management; principles and practices of effective research methods and data analysis, customer service, and problem resolution techniques; occupational and environmental safety and health hazards, and safety practices; safe and effective use and maintenance of related tools, materials, and equipment; current methods and standards for preparing effective business correspondence; correct English usage, grammar, composition, spelling, punctuation and vocabulary; business and personal computers and related software applications; City organization, operations, policies, and procedures to effectively perform the required functions and duties of the position.

Ability to: perform a variety of duties and responsibilities and assess and prioritize multiple tasks, projects, and demands to meet deadlines; troubleshoot and implement technical solutions; installing, upgrading, maintaining, and modifying computer software; ensure appropriate levels of customer service to achieve expectations and meet objectives; read, understand, and assure compliance with a variety of policies, procedures, rules, standards, and regulations governing related activities and functions; collect applicable information and maintain accurate and timely records; maintain confidentiality of information and data; communicate effectively orally and in writing and use interpersonal skills to sufficiently exchange or convey information and receive work direction; prepare and present accurate and reliable information and reports; establish and maintain effective and appropriate working relationships with employees, other agencies, and the public; safely and effectively operate relevant tools, equipment, and motorized vehicles; navigate across even and uneven surfaces; timely and accurately enter data and update records using various mediums and formats; take initiative and exercise sound independent judgment within established procedural guidelines and carry out primary responsibilities in accordance with all governing regulations, statutes, and procedures to ensure achievement of goals and objectives.

Skills in: advanced software troubleshooting by analysis of problem descriptions from customers; using basic tools and procedures for maintaining computers and peripheral devices; installing, maintaining, modifying, and upgrading computer software; reading, understanding, and applying relevant rules, ordinances, codes, regulations, policies, and procedures; effectively managing assignments; responding to inquiries timely and within the scope of delegated authority; responding appropriately, maintaining objectivity and freedom from prejudice, and exercising sound judgment and understanding in all interactions; effectively working independently, or as a team member, in various environments with changing priorities; preparing and presenting various reports, documents, forms, and correspondence; researching information, analyzing data, maintaining accurate records, and updating information in various mediums and formats; operating a personal computer with installed generic and specialized software; preparing and presenting information in a clear and concise manner; demonstrating appropriate and effective interpersonal communication and conflict resolution skills; performing highly effective support in assigned areas.

To view a summary of benefits offered by the City of Las Cruces,

Benefits - Home (https://citylc.sharepoint.com/sites/Benefits)

01

Are you a current City of Las Cruces employee? (If you fail to include this information under the work experience section of the application, you may be disqualified from the selection process.)

+ Yes

+ No

02

Position requires at least an Associate's degree in Computer Science. Do you meet this minimum requirement? (if you fail to include this information under the education section of the application, you may be disqualified from the selection process.)

+ Yes

+ No

03

I understand and accept that if my response is "YES" to the question above, I agree to provide proof of the required degree and/or transcript (official or unofficial) if recommended for the position.

+ Yes

+ No

04

Position requires at least three (3) years computer systems maintenance experience in an enterprise (more than 100 workstations) Microsoft Active Directory environment.do you meet this requirement? (If you fail to include this information under the work experience section of the application, you may be disqualified from the selection process.)

+ Yes

+ No

05

Do you have a valid Driver's License?

+ Yes

+ No

06

If you answered "yes" to the previous question above, please indicate the type of license, license number, expiration date, any restrictions or endorsements, and the state that issued the license. If none, type N/A.

Required Question

Employer

City of Las Cruces

Address

Phone

575-528-3100575-528-3100

Website

http://www.lascruces.gov

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