Technical Support Specialist

Central New Mexico Community College; Albuquerque (NM); Hybrid; USD 32,000 - 40,000; Full time

Job summary

Central New Mexico Community College in Albuquerque, NM is seeking a Technical Support Specialist to deliver advanced Tier 2 support for classrooms, conference rooms, and event spaces. You will troubleshoot audiovisual and computer systems, deploy OS images, and provide hands-on assistance to faculty, staff, and students in a hybrid, on-site and remote environment.

The role emphasizes training delivery, documentation creation, and collaboration with ITS to maintain reliable tech services and

Qualifications

• High School Diploma or higher and five years of related experience.
• Higher education industry experience preferred.
• Relevant certifications are a plus.

Responsibilities

• Provides advanced Tier 2 troubleshooting for audiovisual and computer systems.
• Creates training materials and conducts CNM IT training sessions.
• Diagnoses complex hardware problems and performs advanced repairs.
• Coordinates service requests and incidents with cross-functional teams.
• Supports deployment projects and maintains knowledge base articles.

Skills

Tier 2 support

Training delivery

Customer service

Audio-visual systems

Education

High School Diploma or equivalent

Postsecondary education or higher

Five years of related experience

Higher education experience preferred

Job description

Technical Support Specialist### Technical Support SpecialistApply: Central New Mexico, Albuquerque, NM: Full time: Posted Today: End Date: October 29, 2026 (7 days left to apply): JR112269**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