Lead Technical Support Specialist

CHESS•Albuquerque, NM

1d•$23 - $29•Hybrid

About The Position

The Lead Technical Support Specialist (TSS) is responsible for managing the operation and maintenance of computer and audio-visual equipment at the college. This position provides mentorship, support, and technical guidance to faculty, staff, and students, demonstrating a high degree of expertise in computer and audio-visual systems. The Lead TSS delivers Tier 3 hybrid, remote, and on-site customer service, managing audio, video, and computer systems in a networked environment. The role collaborates closely with IT teams, vendors, and stakeholders, they troubleshoot and resolve complex technical issues, aiming to minimize disruption to users. The Lead TSS supports faculty and staff initiatives involving multimedia content in classrooms and live streaming of campus events. This role is involved in the planning and installing new classroom, collaboration, or educational technology projects.

Requirements

Associate's degree or higher AND Two (2) to six (6) years of related experience
Relevant certifications are a plus
A combination of education and experience may be substituted for requirements of the position

Nice To Haves

Intune, and active directory experience
Experience with creating technical documentation

Responsibilities

Provides Tier 3 technical guidance and support to technicians, users, and staff on a variety of comprehensive and complex hardware and software issues.
Conducts CNM training needs assessment by collecting information from surveys and information about work procedures, workflows, and reports.
Designs training documentation and videos by identifying and describing information needs, working with the training team to develop proper documentation.
Keeps abreast of current technologies, industry trends, and best practices in higher education technology support to propose innovative solutions and improvements and participates in professional development activities.
Conducts research and analysis on emerging technologies, such as artificial intelligence, machine learning, and data analytics, to identify their potential applications in the higher education context.
Evaluates and recommends technology platforms, tools, and vendors to enhance operational efficiency, scalability, and user experience.
Manages CNM assets by following established processes and procedures.
Maintains high customer service standards in response to customer issues and questions.
Collaborates with the Technology Support Manager to develop and implement technology support strategies, policies, and procedures to improve service delivery and user satisfaction.
Creates articles and maintains a comprehensive knowledge base of technical solutions, troubleshooting guides, and best practices to facilitate efficient issue resolution and knowledge sharing.
Leads technology deployment projects, including hardware and software upgrades, system migrations, and new technology implementations.
Conducts technology assessments and gap analyses to identify opportunities for improvement and innovation across the college’s technology landscape.
Analyzes and resolves problems on complex computer applications and systems; provides a wide range of technical assistance to departmental user support staff.
Provides advanced technical assistance, support, and troubleshooting in resolution of systems communication failures and conflicts.
Maintains broad knowledge of current computer technology, equipment, and systems; and participates in professional development activities.
Performs other related duties of a similar nature and level as assigned.
Ensures compliance with safety regulations, procedures, protocols, OSHA standards, defensive driving, and wears personal protective gear if required.