Technical Support Technician

Central New Mexico Community College is hiring a Technical Support Technician to deliver technical assistance, advice, and service for computer and audio-visual systems. The hybrid role in Albuquerque, NM supports faculty, staff, and students through a mix of remote, hybrid, and on-premise troubleshooting, maintenance, and training in instructional technology and networked environments.

This position focuses on keeping smart classroom and lab technology reliable while following service expectations and documenting support activity through enterprise IT service management tools.

Key Responsibilities

• Provide end-to-end technology support for faculty, staff, and presenters in smart classrooms, including rapid incident response, request logging and closure, and handling special inquiries and training needs.
• Operate and troubleshoot computers, display devices, control systems, network devices, and audio/video routing systems to ensure proper functionality.
• Complete routine inventory checks and recommend equipment upgrades or purchases to maintain optimal working conditions.
• Test and maintain support systems and equipment before use, in line with established Service Level Agreements.
• Use remote support tools to resolve software and equipment issues from any location, including hybrid environments.
• Implement and support CNM-owned computer systems and software, and maintain customer workstations using approved operating systems.
• Diagnose, troubleshoot, and resolve issues for customer-owned devices (BYOD), demonstrating competency with educational technology and conferencing platforms.
• Record work accurately using Enterprise Service Management / IT Service Management tools and follow ITIL processes for incident management and service request fulfillment.
• Support the installation, implementation, and maintenance of audio-visual equipment and oversee assigned computer labs to help ensure a safe and secure environment.
• Coordinate in real time with Technical Support Specialists to resolve technical issues, balancing competing priorities and addressing customer questions.
• Assist students with course materials and problem-solving, and support staff through workshops to strengthen technical support during instruction.
• Maintain and update computers in Classroom and Open Computer Labs, manage computer inventory data, and provide advanced lab support for related software and hardware.
• Ensure compliance with safety requirements, including OSHA standards, and wear personal protective gear as required, along with other assigned duties.

Required Qualifications

• Associate’s Degree in a related field, plus 1 year of related experience in the operation and/or maintenance of audio-visual equipment.
• Alternative option: a High School Diploma or GED, completion of post-secondary coursework in computer science, information technology, or a related field, plus 1 year of directly related experience that includes customer service experience.
• After successful completion of an Associate’s Degree in MIS (or a related field) and 3 years of related experience, employees are automatically considered for reassignment into a Technical Support Specialist position.

Tools and Platforms

• Enterprise Service Management
• IT Service Management
• ITIL
• OSHA
• Educational technology
• Conferencing platforms

Compensation and Employment Details

• Pay: $20.48 to $25.63 per hour (hourly)
• Employment type: Regular
• Grade: NE05
• Minimum experience: 1 year

Best Consideration Date: 9/29/26

EEO Statement: Central New Mexico Community College will not discriminate in employment practices based on 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.