Technical Support Specialist

Compensation:
$23.08 - $28.85
Compensation Type:
Hourly
Employment Type:
Regular
Grade:
NE06
Position Summary
The Technical Support Specialist provides advanced Tier 2 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, managing the operation and maintenance of audio, video, and computer systems in a networked environment. Your role will involve Tier 2 troubleshooting and diagnostics for audiovisual and computer equipment used in classrooms, conference rooms, large event spaces, and walk-up training spaces, including sound, video, projection, and related equipment. The Technical Support Specialist conducts Tier 2 training by presenting IT-specific, CNM-specific, and generic software applications and personal computer sessions.
Duties & Responsibilities

• Conduct CNM training needs assessments by gathering data from surveys and work procedures, designing training materials, and obtaining feedback to ensure effectiveness.
• Develop training documentation and videos, incorporating feedback and maintaining technical knowledge through research and educational seminars.
• Investigate, analyzes, and resolves complex Tier 2 hardware problems, performs advanced repairs and maintenance, and provides technical assistance on 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.
• Collaborate with cross-functional teams to troubleshoot and resolve complex technical issues, ensuring minimal disruption to 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 thin and thick clients.
• Participate in technology deployment projects, manage Knowledge Base articles, and develop procedures within the ITS department.
• Manage multiple enterprise-level applications, coordinate Tier 2 repairs for audio-visual and computer equipment, and perform preventative maintenance inspections.
• Evaluate, standardize, implements, and maintain customer workstations with approved operating systems and provide Tier 2 diagnostics and troubleshooting for customer-owned devices.
• Demonstrate technical competence in educational technology and conferencing platforms, using Enterprise Service Management tools to maintain accurate records of work.
• Follow safety regulations, OSHA standards, and ITIL incident management and service request fulfillment procedures.
• Performs other related duties as assigned.

• High School Diploma or post secondary education or higher
• AND
• Five (5) years of related experience
• Higher education industry experience preferred
• Relevant certifications are a plus
• Best Consideration Date: 10/31/2025