Lead Technical Support Specialist

Compensation: $23.08 - $28.85

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, troubleshooting and resolving 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 and is involved in the planning and installing new classroom, collaboration, or educational technology projects.

• 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, 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.

• Associate's degree or higher.
• 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.

• Intune and active directory experience.
• Experience with creating technical documentation.

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.