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 service and 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. The role involves 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

Associates Degree in a related field and one (1) years of related experience in the operation and/or maintenance of audio-visual equipment.
OR High school diploma or GED and successful completion of post-secondary education coursework in computer science, information technology or related field, and one (1) year of directly related experience, including customer service experience.
Upon successful completion of Associates Degree in MIS or a related field and three (3) years of related experience, Technical Support Technician employees are automatically considered for reassignment into a Technical Support Specialist position.

Responsibilities

Provides 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.
Operates and troubleshoots various equipment, including computers, display devices, control systems, network devices, and audio/video routing systems, ensuring their proper functionality.
Conducts regular inventory checks and recommends upgrades or purchases of new equipment to maintain optimal working conditions.
Proactively tests and maintains support for systems and equipment to ensure functionality before use, adhering to established Service Level Agreements.
Utilizes remote support tools to address software and equipment issues regardless of location, including hybrid environments.
Implements CNM-owned computer systems and software and maintains 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.
Utilizes Enterprise Service Management/IT Service Management tools to accurately record work and follows ITIL incident management and service request fulfillment procedures.
Supports the installation, implementation, and maintenance of all audio-visual equipment and oversees the operation of assigned computer labs to ensure a safe and secure environment.
Acts as a liaison and initiator with Technical Support Specialists to resolve real-time technical issues and balance competing priorities while addressing customer questions.
Assists students in reviewing course material, problem-solving, and provides workshops for staff, ensuring effective technical support during instruction.
Maintains and updates computers in Classroom and Open Computer Labs, manages computer inventory data, and provides advanced support for lab equipment and related software and hardware.
Ensures compliance with safety regulations, OSHA standards, and wears personal protective gear as required, performing other related duties as assigned.