Technical Support Technician

CHESS•Albuquerque, NM

3d•$20 - $26•Hybrid

About The Position

The Technical Support Technician provides 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 support by managing the operation and maintenance of audio, video, and computer systems in a networked environment, encompassing desktops, laptops, media control systems, and instructional technology. Your role will involve troubleshooting audiovisual and computer equipment used and servers. The Technical Support Technician provides support and training on a variety of technical needs, including the review of course material, problem-solving, and preparation for tests.

Requirements

High School Diploma or post secondary education or higher
Three (3) years of related experience

Nice To Haves

Higher education industry experience preferred
Relevant certifications are a plus

Responsibilities

Provide comprehensive assistance to faculty, staff, and presenters in technology-enhanced smart classrooms, ensuring rapid incident response, logging, and closure of requests, and addressing special inquiries and training needs.
Operate and troubleshoot various equipment, including computers, display devices, control systems, network devices, and audio/video routing systems, ensuring their proper functionality.
Conduct regular inventory checks and recommend upgrades or purchases of new equipment to maintain working conditions.
Proactively test and maintain support for systems and equipment to ensure functionality before use, observing established Service Level Agreements.
Use remote support tools to address software and equipment issues regardless of location, including hybrid environments.
Implement CNM-owned computer systems and maintain customer workstations with approved operating systems.
Diagnoses, troubleshoots, and provides solutions for customer-owned devices (BYOD), demonstrating technical competence in educational technology and conferencing platforms.
Use Enterprise Service Management/IT Service Management tools to accurately record work and follow ITIL incident management and service request fulfillment procedures.
Support the installation, implementation, and maintenance of all audio-visual equipment and oversee the operation of assigned computer labs to guarantee a safe and secure environment.
Be a liaison and initiator with Technical Support Specialists to resolve real-time technical issues and balance competing priorities while addressing customer questions.
Assist students in reviewing course material, problem-solving, and provide workshops for staff, ensuring effective technical support during instruction.
Maintain computers in Classroom and Open Computer Labs, manage computer inventory data, and provides advanced support for lab equipment and related software and hardware.
Ensure compliance with safety regulations, OSHA standards, and wear personal protective gear as required, performing other related duties as assigned.