Technical Support Technician- Westside Campus Open Computer Lab

Compensation:$15.76-$18.91

Compensation Type:Hourly

Employment Type:Regular

Grade:NE05

Position SummaryProvides customer service to ensure labs and classrooms are operational. Supplementary support assistance to students and instructors in computer classrooms, or open computer lab facilities.

Duties & 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.

Minimum Qualifications:

High School Diploma or post secondary education or higher

AND

Three (3) years of related experience

Higher education industry experience preferred

Relevant certifications are a plus

Required at time of application: unofficial transcripts with course names and grades, resume or CV, cover letter

Preferences:

Bilingual-Spanish speaker

Best consideration date March 17, 2024.

Department: The Learning and Computer Center

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.

JR105477