Technical Support Technician

Central New Mexico Community College; Albuquerque (NM); Hybrid; USD 28,000 - 35,000; Full time

Job summary

Central New Mexico Community College seeks a Technical Support Technician to deliver high-level support for computer and audio-visual systems across hybrid, remote, and on-premise environments. You will troubleshoot classroom tech, assist faculty and students, and ensure systems operate reliably while following ITIL practices.

Responsibilities include maintaining equipment, training staff, and managing service requests with enterprise tools.

Qualifications

• Associates degree in a related field with 1 year of AV equipment experience.
• Or a high school diploma with coursework in CS/IT and 1 year of related experience.
• Preference for audio-visual or video production experience.

Responsibilities

• Provides comprehensive assistance to faculty, staff, and presenters in technology-enhanced classrooms.
• Operates and troubleshoots equipment including computers, displays, control systems, network devices, and A/V routing systems.
• Maintains inventory and recommends upgrades or new purchases to keep equipment in good condition.
• Tests and maintains support for systems to meet SLAs and ensure readiness.
• Uses remote support tools to address software and hardware issues in hybrid/remote environments.
• Assists with installation, implementation, and maintenance of A/V equipment and lab systems.
• Keeps classrooms and labs updated and secure, managing inventory data and advanced equipment support.

Skills

Troubleshooting

Remote support

Customer service

ITIL processes

Education

Associate's Degree

High school diploma + IT coursework

Tools

ITSM tools

A/V equipment

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.

Preference

• Audio-Visual or video production experience
• Best consideration date: 9/29/2026

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.