Desktop Support Analyst I/II/III/IV - #9824583

IGNITE your career with New Mexico Gas Company!

By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career. We embrace diversity and the inclusion of all; our difference, unique perspectives and talents are our strengths and integral to the success of our company.

New Mexico Gas Company is a member of the Emera family of energy companies which also includes Tampa Electric, TECO and Peoples Gas.

Desktop Support Analyst I/II/III/IV

City: Albuquerque State: NM
This position will be open to internal and external applicants and will close on Sunday, April 28, 2024.
The Associate Desktop Support Analyst position pays between $48,000 to $60,000; the Desktop Support Analyst position pays between $54,720 to $68,400; the Senior Desktop Support Analyst position pays between $63,440 to $79,300 and the Lead Desktop Support Analyst position pays between $78,640 to $98,300. Placement in any level is based on skills, experience and education of the successful candidate
About This Opportunity
If you are a dedicated IT professional seeking career growth and continuous learning opportunities, consider joining our world-class IT team as a Desktop Support Analyst. In this position, you will work with customers to identify technology-related problems, and provide solutions. Your understanding of various hardware, software and networking systems will be the key to successful customer resolution
Primary Duties and Responsibilities
This list does not reflect the job duties in their entirety.

• Determine the appropriate course of action within the incident management process (ITIL).
• Works under limited supervision on non-routine, moderately technical assignments.
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training.
• Required to work at various locations during storm restoration efforts.

• Levels 2-4: Entry Level Duties Plus Additional Responsibilities

Successful Candidate Must Have:

• A High School Diploma or GED
• A valid driver’s license with an acceptable driving record
• Associate Desktop Support Analyst: 6 years of customer service experience. A college degree may be considered in lieu of 3 years' equivalent experience.
• Desktop Support Analyst: ITIL certification and 8 years of IT-related experience. A college degree may be considered in lieu of some equivalent experience.
• Senior Desktop Support Analyst: ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. 10 years of related IT experience; A college degree may be considered in lieu of some equivalent experience.
• Lead Desktop Support Analyst: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science. ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. 12 years of related IT experience; A college degree may be considered in lieu of some equivalent experience.

Working Conditions
Office Environment. Tasks may require handling objects up to 25 pounds on a routine basis.