Posting Details
The Department of Public Safety (DPS) Information Technology Division (ITD) supports technology solutions for Law Enforcement throughout the state of New Mexico and the various internal DPS support services. The ITD Service Management Bureau (5MB) is the first line of support providing the customer facing interaction needed for the intake of service requests for technical issues.
Why does the job exist?
This position exists to provide hands-on experience in the customer service aspects of supporting various services for law enforcement and criminal history programs. This position will play a key role in assisting ITD with analyzing current customer service processes helping to improve and streamline these processes in addition to the experience gained from first-hand customer service provision and experience.
How does it get done?
1. Respond to customer service requests
2. Log and categorize service requests into a ticketing system
3. Triage service requests assigning to the correct support unit
4. Research best practices in service management
5. Review and analyze the current service management processes and ticketing system workflows
6. Actively participate in service management leadership strategy and operational working groups
7. Apply learned Information Technology types of services to improve the intake and management of service
requests.
Who are the customers?
The job is done in support of the New Mexico Law Enforcement community, the agency Forensic Laboratories, the Law Enforcement Academy, the Criminal Justice Information Services (CJIS) Records Management Program, the agency Administrative Services Division, and various external, private, correctional and judicial organizations.
Ideal Candidate
The job is done in support of the New Mexico Law Enforcement community, the agency Forensic Laboratories, the Law Enforcement Academy, the Criminal Justice Information Services (CJIS) Records Management Program, the agency Administrative Services Division, and various external, private, correctional and judicial organizations.
Minimum Qualification
Currently enrolled in an accredited college or university OR completion of at least four (4) semesters (or equivalent) at an accredited college or university within the last two (2) years.
Employment Requirements
Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all
terms and conditions of Federal and State Law, rules and regulations; and is conditional pending results.
Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice
Information Systems Security Policy.
In addition, the selected candidate must possess and maintain a valid driver’s license and a current Defensive
Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage interacting with customers. Some sitting, standing, bending and reaching may be required.
Supplemental Information
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Agency Contact Information: Terry Reusser (505) 316-8034. Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement

Please refer the Job description for details