City of Farmington
  • 14-Jan-2020 (MST)
  • IT
  • Farmington, NM, USA
  • 18.88-29.36
  • Hourly
  • Regular-Full Time

Full Benefits



JOB POSITION #12: Helpdesk Analyst II


DEPARTMENT: Information Technology

WORK LOCATION: City Hall                              

HIRING RANGE: $18.88-$29.36/Hour

PAY GRADE: J Non-Exempt                                  

TYPE OF POSITION:  Regular, Full-Time

DAYS WORKED: Monday-Friday                         

HOURS WORKED: 8:00 a.m. to 5:00 p.m.




Under general supervision of the Application Services Supervisor, diagnose and resolve technical and end-user problems in a service-oriented, team environment. Resolve issues at the help desk level where possible, and escalate help desk tickets to others in IT as appropriate. Assist the Technical Services Division with the provisioning, deployment, and maintenance of PCs and related hardware.

Provide user support for a wide range of platforms and systems, including but not limited to:

  • PC hardware and software
  • Windows Server products
  • IBM i (i.e. AS/400)
  • SunGard Public Sector software

Set up new users and manage user permissions across multiple systems and platforms.

Support utility customers who encounter questions or issues regarding the Click2Gov online utility payment system.

Configure and install user workstations for various departments.  Troubleshoot and resolve various problems with user workstations and software packages.

Configure and install laptops for network and remote use; replace and configure PC hardware components.  Connect clients for proper access to resources.

Configure and maintain printers, scanners, and similar devices, ensuring that all devices are tested and interface with the city network as applicable.

Diagnose and resolve complex printing problems involving diverse printer models (HP, Canon, Ricoh, etc.) and printing workflows.

Document issues and solutions to enhance the department's internal troubleshooting resources and promote open communication.

Use basic network commands and diagnostics (e.g. ping, traceroute) to troubleshooting networking issues.

Help to identify technology and training needs throughout the City's user base.

Learn (and make recommendations to improve) departmental operating policies, procedures, systems, tasks, and methods.


May serve on various employee committees, as required and assigned.

The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.


This position is subject to the City of Farmington's Drug and Alcohol Testing Policy which includes, pre-employment testing, post-accident testing, random testing, reasonable suspicion testing, return to duty testing, and follow-up testing.

A minimum of three years' experience with direct customer support in a technical environment is required.

Valid New Mexico driver's license required.

Help Desk Analyst certification or equivalent experience in a customer service environment. Any combination of training and experience equivalent to: 

  • An associate degree in network systems, programming, or related field
  • A+ certification
  • Network + certification
  • Microsoft Office Specialist (MOS) certification 


Proven ability to resolve problems efficiently and effectively, recognizing customers' competence levels, and able to approach each level appropriately.  Knowledge of Microsoft Office application software and Windows desktop operating systems.  Knowledge of basic networking fundamentals and PC hardware and peripherals.

Ability to install and operate a variety of software programs; ability to maintain existing software programs and PC computer systems; ability to troubleshoot common hardware and software problems.

Excellent interpersonal, written and oral communication skills to interface effectively with all users in all City departments.

Ability to learn functions of City departmental operations for the purpose of effectively supporting their information needs.

Proven ability to balance, prioritize and organize multiple tasks.

Ability to meet project deadlines.

Ability to establish and maintain working relationships with co-workers, supervisors, other City personnel and the public.

Ability to work under stress and handle stressful situations.

Occasional travel may be required to maintain knowledge of a rapidly developing field.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk or hear, and use hands to finger, handle, feel or operate objects, tools or controls. The employee is occasionally required to climb, kneel, walk, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate.


City of Farmington
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