Technical Support Specialist

CNM Central New Mexico Community College; United States; Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Long-Term Disability

Flexible Spending Accounts

Dependent Care Reimbursement

Employee Assistance Program

Retirement Plans

Paid Time Off

Paid Holidays

Educational Benefits

Tuition Waivers

Tuition Reimbursement

Job summary

Central New Mexico Community College (CNM) seeks a Technical Support Specialist to deliver Tier 2 support across hybrid, remote, and on-premise environments. You will manage audio-visual and computer systems in a networked setting, diagnosing complex issues in classrooms, conference spaces, and training venues while conducting Tier 2 training on software and PC usage.

The role requires strong technical expertise in educational technology and conferencing platforms, with a focus on ITIL processes

Qualifications

• High School Diploma or post secondary education or higher AND Five (5) years of related experience; Higher education industry experience preferred.

Responsibilities

• Provide in-depth Tier 2 troubleshooting for audio-visual and computer systems.
• Design training materials and videos; deliver CNM-specific software and PC sessions.
• Investigate, analyze, and resolve complex Tier 2 hardware problems and system failures.
• Coordinate Tier 2 repairs and preventative maintenance; manage incidents and service requests.
• Assist with deployment projects and maintain Knowledge Base articles.

Skills

5+ years experience

Education

High School Diploma or post secondary education or higher

Job description

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.

As the institution with the largest undergraduate student body in New Mexico, Central New Mexico Community College (CNM) provides affordable education to over 30,000 students and offers rewarding career opportunities to over 2,000 faculty and staff.

Despite our large size, we still think of ourselves as the "CNM Family".

Our diverse community of leadership, faculty, and staff work cohesively and collaboratively to make a positive difference in our students' lives, while always exploring ways to improve the institution.

CNM staff is our most important resource for achieving our vision of Changing Lives, Building Community.

For employees, this vision translates to a comprehensive benefits package that helps them thrive in the workplace and at home.

Review our summary of benefits CNM offers a wide range of competitive benefit plans to meet the needs of its employees and families, including:

• Health, Dental and Vision Insurance
• Life Insurance
• Long-Term Disability
• Flexible Spending Accounts (FSA)
• Dependent Care Reimbursement
• Employee Assistance Program
• Retirement Plans and Savings
• Generous Paid Time Off
• Paid Holidays
• Educational Benefits

We support our staff and their families to continue their education, whether at CNM or other educational institutions, through our CNM tuition waivers and tuition reimbursement benefits.

Professional Development Our future success depends on internally developing our employees' leadership and professional skills.

CNM is committed to providing quality professional development opportunities on an ongoing basis

CNM has consistently ranked among the top five community colleges in the country for the number of associate degrees and certificates awarded to both Hispanics and Native Americans, and consistently ranks among the top 10 for total degrees and certificates awarded.

Regardless of your role, whether you're faculty, administration, or support staff, you'll play a pivotal role in instilling students with integrity, leadership, and compassion.

Qualities that bring forth capable, confident, and productive citizens who want to make a change for the better.