Technical Support Technician

CHESS; Albuquerque (NM); Hybrid; USD 28,000 - 35,000; Full time

Job summary

Central New Mexico Community College seeks a Technical Support Technician to deliver hybrid/remote/on-site technology support for faculty, staff and students, managing audio-visual and computer systems in a networked environment.

The role involves troubleshooting audiovisual and computer equipment, training users, and maintaining labs with an emphasis on safety and security. Strong customer service and problem-solving skills are essential.

Qualifications

• Minimum qualifications include an Associates Degree in a related field and one year of related experience in operation/maintenance of audiovisual equipment.
• Alternative qualifications include a high school diploma or GED with coursework in computer science or information technology and one year of directly related experience including customer service.
• If you complete an Associates Degree in MIS or a related field, three years of related experience may qualify you for reassignment.

Responsibilities

• Provides comprehensive assistance to faculty, staff, and presenters in technology-enhanced smart classrooms with rapid incident response and training needs.
• Operates and troubleshoots computers, display devices, control systems, network devices, and audio/video routing systems.
• Performs regular inventory checks and recommends upgrades to maintain optimal conditions.
• Tests and maintains support for systems to ensure functionality before use, adhering to SLAs.
• Uses remote support tools to address software/hardware issues in hybrid environments.
• Implements CNM-owned systems and maintains customer workstations with approved OS.
• Diagnoses issues on customer-owned devices (BYOD) and provides solutions.
• Follows ITIL incident management and service request fulfillment procedures.
• Supports installation/maintenance of all AV equipment and lab operations for safety and security.
• Coordinates with Technical Support Specialists to resolve issues and balance priorities.

Education

Associates Degree in a related field

High school diploma or GED with coursework in computer science/IT

Associates Degree in MIS or related field

Job description

Compensation:

$20.48 - $25.63

CompensationType:

Hourly

Employment Type:

Regular

Grade:

NE05

Position Summary

The Technical Support Technician provides 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 by managing the operation and maintenance of audio, video, and computer systems in a networked environment, encompassing desktops, laptops, media control systems, and instructional technology. The role involves troubleshooting audiovisual and computer equipment used and servers. The Technical Support Technician provides support and training on a variety of technical needs, including the review of course material, problem-solving, and preparation for tests.

Duties & Responsibilities

• Provides comprehensive assistance to faculty, staff, and presenters in technology-enhanced smart classrooms, ensuring rapid incident response, logging, and closure of requests, and addressing special inquiries and training needs.
• Operates and troubleshoots various equipment, including computers, display devices, control systems, network devices, and audio/video routing systems, ensuring their proper functionality.
• Conducts regular inventory checks and recommends upgrades or purchases of new equipment to maintain optimal working conditions.
• Proactively tests and maintains support for systems and equipment to ensure functionality before use, adhering to established Service Level Agreements.
• Utilizes remote support tools to address software and equipment issues regardless of location, including hybrid environments.
• Implements CNM-owned computer systems and software and maintains customer workstations with approved operating systems.
• Diagnoses, troubleshoots, and provides solutions for customer-owned devices (BYOD), demonstrating technical competence in educational technology and conferencing platforms.
• Utilizes Enterprise Service Management/IT Service Management tools to accurately record work and follows ITIL incident management and service request fulfillment procedures.
• Supports the installation, implementation, and maintenance of all audio-visual equipment and oversees the operation of assigned computer labs to ensure a safe and secure environment.
• Acts as a liaison and initiator with Technical Support Specialists to resolve real-time technical issues and balance competing priorities while addressing customer questions.
• Assists students in reviewing course material, problem-solving, and provides workshops for staff, ensuring effective technical support during instruction.
• Maintains and updates computers in Classroom and Open Computer Labs, manages computer inventory data, and provides advanced support for lab equipment and related software and hardware.
• Ensures compliance with safety regulations, OSHA standards, and wears personal protective gear as required, performing other related duties as assigned.

Minimum Qualifications:

• Associates Degree in a related field and one (1) years of related experience in the operation and/or maintenance of audio-visual equipment.

OR

• High school diploma or GED and successful completion of post-secondary education coursework in computer science, information technology or related field, and one (1) year of directly related experience, including customer service experience.
• Upon successful completion of Associates Degree in MIS or a related field and three (3) years of related experience, Technical Support Technician employees are automatically considered for reassignment into a Technical Support Specialist position.
• Best consideration date: 9/29/26

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.