Technical Support Specialist

Compensation:

$16.94-$20.33

Compensation Type:

Hourly

Employment Type:

Regular

Grade:

NE06

Position Summary

Provides advanced hardware, software and network support and technical training for a wide range of user organizations; and provides technical guidance and support to users and staff. Conduct classes by presenting IT-specific, CNM-specific, and generic software applications and personal computer sessions.

Duties & Responsibilities

• Conduct CNM training needs assessment by collecting information from surveys as well as information pertaining to work procedures, work flows, and reports.
• Design training documentation and videos by identifying and describing information needs; using desktop publishing and other tools; submitting initial versions for review; revising, and editing final copies.
• Evaluates effectiveness of training to specific job applications and obtaining feedback from training sessions as well as maintaining technical knowledge by continuing familiarity of new technology by research and educational seminars.
• Investigates, analyzes and resolves complex hardware problems; performs advanced hardware repairs, maintenance, technical assistance and support on computers and peripherals; and analyzes and resolves problems on complex computer applications and systems.
• Provides in-depth technical assistance to departmental user support staff; and provides advanced technical assistance, support and troubleshooting in resolution of systems communications failures and conflicts.
• Issues work order tickets for end users; reviews, prioritizes and processes problem reports; and documents the progress of projects.
• Monitors database to ensure receipt, analyses and completion of service requests; and installs, configures, maintains, removes or repairs printers from user computers.
• Performs other related duties of a similar nature and level as assigned.
• Provides guidance and coordination of individual or bulk purchasing through Central New Mexico Community College’s purchasing organization.
• Works at our TSTC (Technology Support & Training Center) to assist CNM staff, faculty and students on CNM owned and personal devices (BYOD)
• Uses Enterprise level deployment software to deploy OS images and software
• Deploys & configures virtual software to thin clients, thick clients and via URL
• Manages, creates and updates Knowledge Base articles for the entire ITS department
• Follows the direction of The Process Manager to develop procedures within the ITS department
• May be required to monitor and manage various enterprise level applications

Minimum Qualifications:

• Associate’s Degree in Management Information Systems or a related field and three (3) years of related experience

Or

• High School Diploma and five (5) years of related experience

Best Consideration Date: 1/30/2024

Department: Customer Support Services

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.