Technical Support Specialist

Compensation:

$23.08 - $28.85

Compensation Type:

Hourly

Employment Type:

Regular

Grade:

NE06

Position Summary

The Technical Support Specialist provides advanced Tier 2 support and technical advice and service to faculty, staff, and students requiring a high degree of skill and expertise in computer and audio-visual systems. This position includes hybrid, remote, and on-premise customer service and support, managing the operation and maintenance of audio, video, and computer systems in a networked environment. The role involves Tier 2 troubleshooting and diagnostics for audiovisual and computer equipment used in classrooms, conference rooms, large event spaces, and walk-up training spaces, including sound, video, projection, and related equipment. The Technical Support Specialist conducts Tier 2 training by presenting IT-specific, CNM-specific, and generic software applications and personal computer sessions.

Duties & Responsibilities

• Conducts CNM training needs assessments by gathering data from surveys and work procedures, designing training materials, and obtaining feedback to ensure effectiveness.
• Designs and creates training documentation and videos, incorporating feedback and maintaining technical knowledge through research and educational seminars.
• Investigates, analyzes, and resolves complex Tier 2 hardware problems, performs advanced repairs and maintenance, and provides technical assistance on audio-visual devices and computer systems.
• Provides in-depth Tier 2 technical assistance to user support staff, troubleshoots system communications failures, and manages service requests and incidents.
• Collaborates with cross-functional teams to troubleshoot and resolve complex technical issues, ensuring minimal disruption to users.
• Coordinates individual or bulk purchasing through CNM's purchasing organization and provides in-person Tier 2 support for CNM staff, faculty, and students.
• Deploys operating system images and software using enterprise-level deployment software and configures virtual software to thin and thick clients.
• Participates in technology deployment projects, manages Knowledge Base articles, and develops procedures within the ITS department.
• Monitors and manages various enterprise-level applications, coordinates Tier 2 repairs for audio-visual and computer equipment, and performs preventative maintenance inspections.
• Evaluates, standardizes, implements, and maintains customer workstations with approved operating systems and provides Tier 2 diagnostics and troubleshooting for customer-owned devices.
• Demonstrates technical competence in educational technology and conferencing platforms, utilizing Enterprise Service Management tools to maintain accurate records of work.
• Adheres to safety regulations, OSHA standards, and ITIL incident management and service request fulfillment policies and procedures.
• Performs other related duties as assigned.

Minimum Qualifications:

• High School Diploma or post secondary education or higher AND Five (5) years of related experience
• Higher education industry experience preferred
• Relevant certifications are a plus

EEO STATEMENT:

As an EEO employer, Central New Mexico Community College will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.