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

FSA

Dependent Care Reimbursement

Employee Assistance Program

Retirement Plans

Paid Time Off

Paid Holidays

Educational Benefits

Tuition Reimbursement

Job summary

CNM Central New Mexico Community College is seeking a Technical Support Specialist to provide advanced Tier 2 support and guidance for faculty, staff, and students across hybrid, remote, and on-premises environments.

The role emphasizes troubleshooting, training delivery, and robust collaboration with cross-functional teams to maintain classroom audio-visual and computer systems. Experience in higher education and ITIL practices is valued.

Qualifications

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

Responsibilities

• Provides Tier 2 troubleshooting and diagnostics for audiovisual and computer equipment.
• Designs training materials and videos and maintains technical knowledge.
• Investigates and resolves complex Tier 2 hardware problems and performs advanced repairs.
• Provides in-depth Tier 2 technical assistance to user support staff and manages incidents.
• Coordinates Tier 2 repairs and supports CNM staff, faculty, and students.

Skills

Communication skills

Problem solving

Team collaboration

Customer service

Education

High School Diploma or equivalent

Five years of related experience

Higher education experience preferred

Certifications are a plus

Tools

Enterprise deployment software

Knowledge Base systems

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
• Five (5) years of related experience
• Higher education industry experience preferred
• Relevant certifications are a plus

Benefits

• 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

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.

Eligibility

Central New Mexico Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.

Closing Date

Best consideration date: 8/21/26