Technical Support Specialist

The Technical Support Specialist at Central New Mexico Community College plays a key role in keeping classroom and event space technology running reliably. This hybrid position in Albuquerque supports faculty, staff, and students by delivering advanced Tier 2 troubleshooting, technical guidance, and hands-on maintenance for computer and audio-visual systems.

What you’ll do

• Assess CNM training needs using survey and work procedure data, then design training materials, collect feedback, and confirm effectiveness.
• Create training documentation and videos, incorporate feedback, and stay current through research and educational seminars.
• Investigate and resolve complex Tier 2 hardware issues by performing advanced repairs and maintenance, including technical support for 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.
• Partner with cross-functional teams to troubleshoot and resolve complex technical problems while minimizing disruption for 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 support thin and thick clients.
• Support technology deployment projects, manage Knowledge Base articles, and develop procedures within the ITS department.
• Monitor and manage enterprise-level applications, coordinate Tier 2 repairs for audio-visual and computer equipment, and complete 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 competency with educational technology and conferencing platforms, using Enterprise Service Management tools to keep accurate work records.
• Follow safety regulations and OSHA standards, and apply ITIL incident management and service request fulfillment policies and procedures.
• Perform other related duties as assigned.

Required qualifications

• High School Diploma or post secondary education or higher AND Five (5) years of related experience.
• Higher education industry experience is preferred.
• Relevant certifications are a plus.

Tools and standards

• Enterprise Service Management tools
• ITIL
• OSHA

Compensation and employment details

• Salary: USD 23.08 - 28.85 per hour
• Employment type: Regular
• Grade: NE06
• Location: Albuquerque, NM (hybrid)

In this Regular, hourly role, you will support advanced Tier 2 operations across computer and audio-visual environments while maintaining service records and adhering to ITIL and OSHA expectations.