Technical Support Technician

CNM Central New Mexico Community College; United States; Hybrid; USD 28,000 - 35,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision Insurance

Life Insurance

Long‑Term Disability

Flexible Spending Accounts (FSA)

Retirement Plans

Generous Paid Time Off

Paid Holidays

Educational Benefits

Job summary

CNM Central New Mexico Community College is seeking a Technical Support Technician to provide expert help for faculty, staff, and students in technology-driven classrooms. The role covers hybrid, remote, and on-premise support across desktop, AV, and instructional tech, with emphasis on preventative maintenance and rapid issue resolution.

The position involves troubleshooting AV equipment, supporting labs, and delivering staff/student training while ensuring safety and compliance with IT

Qualifications

• Associates Degree in a related field and one year of related experience in the operation and/or maintenance of audio-visual equipment.
• High school diploma or GED and coursework in computer science or information technology with one year of related experience including customer service.
• Associates Degree in MIS or related field with three years of related experience may lead to reassignment.
• Preference: Audio-Visual or video production experience.

Responsibilities

• Provides comprehensive assistance to faculty, staff, and presenters in technology-enhanced classrooms with rapid incident response and training.
• Operates and troubleshoots computers, display devices, control systems, network devices, and AV routing systems.
• Conducts regular inventory checks and recommends upgrades to maintain optimal conditions.
• Tests and maintains support for systems and equipment to ensure functionality before use, following SLAs.
• Uses remote support tools to address software and equipment issues in hybrid environments.
• Implements CNM-owned systems and maintains customer workstations with approved OS.
• Diagnoses issues with customer-owned devices (BYOD) and supports educational tech and conferencing platforms.
• Records work in ITIL-aligned service management tools and follows incident management procedures.
• Supports installation and maintenance of all AV equipment and lab computers for safe operation.
• Acts as liaison with Technical Support Specialists to resolve issues and balance priorities.
• Assists students and staff with reviews, problem solving, and workshops for instruction.

Skills

Customer service experience

Audio-Visual systems operation

Education

Associate Degree in a related field

High school diploma or GED + CS/IT coursework

Associate Degree in MIS or related field

Job description

Compensation

Compensation: $20.48 - $25.63 Compensation Type: 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) year of related experience in the operation and/or maintenance of audio-visual equipment.
• 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.

The College

As the institution with the largest undergraduate student body in NewMexico, Central NewMexico 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.

Benefits

• Health
• Dental and Vision Insurance
• Life Insurance
• Long‑Term Disability
• Flexible Spending Accounts (FSA)
• Dependent Care ReimbursementEmployee 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.