Technical Support Specialist

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.

$23.08 - $28.85 per hour

• Type:
  Hourly
• Employment:
  Regular
• Grade: NE06

• Conduct CNM training needs assessments by gathering data from surveys and work procedures, designing training materials, and obtaining feedback to ensure effectiveness.
• Design and create training documentation and videos, incorporating feedback and maintaining technical knowledge through research and educational seminars.
• Investigate, analyze, and resolve complex Tier 2 hardware problems, perform advanced repairs and maintenance, and provide technical assistance on audio‑visual devices and computer systems.
• Provide in‑depth Tier 2 technical assistance to user support staff, troubleshoot system communications failures, and manage service requests and incidents.
• Collaborate with cross‑functional teams to troubleshoot and resolve complex technical issues, ensuring minimal disruption to users.
• Coordinate individual or bulk purchasing through CNM’s purchasing organization and provide in‑person Tier 2 support for CNM staff, faculty, and students.
• Deploy operating system images and software using enterprise‑level deployment software and configure virtual software to thin and thick clients.
• Participate in technology deployment projects, manage Knowledge Base articles, and develop procedures within the ITS department.
• Monitor and manage various enterprise‑level applications, coordinate Tier 2 repairs for audio‑visual and computer equipment, and perform preventative maintenance inspections.
• Evaluate, standardize, implement, and maintain customer workstations with approved operating systems and provide Tier 2 diagnostics and troubleshooting for customer‑owned devices.
• Demonstrate technical competence in educational technology and conferencing platforms, utilizing Enterprise Service Management tools to maintain accurate records of work.
• Adhere to safety regulations, OSHA standards, and ITIL incident management and service request fulfillment policies and procedures.
• Perform other related duties as assigned.

• 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.

• Experience with audio‑visual equipment.
• Strong working knowledge of Active Directory and Azure AD/Entra , including group policies, security groups, and identity lifecycle management.
• Availability to work from multiple campuses.
• Best consideration date: 3/4/2026.

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.