Technical Support Specialist

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 service and support, managing the operation and maintenance of audio, video, and computer systems in a networked environment. The role involves 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., * Conducts CNM training needs assessments by gathering data from surveys and work procedures, designing training materials, and obtaining feedback to ensure effectiveness.

• Designs and creates training documentation and videos, incorporating feedback and maintaining technical knowledge through research and educational seminars.
• Investigates, analyzes, and resolves complex Tier 2 hardware problems, performs advanced repairs and maintenance, and provides technical assistance on audio-visual devices and computer systems.
• Provides in-depth Tier 2 technical assistance to user support staff, troubleshoots system communications failures, and manages service requests and incidents.
• Collaborates with cross-functional teams to troubleshoot and resolve complex technical issues, ensuring minimal disruption to users.
• Coordinates individual or bulk purchasing through CNM’s purchasing organization and provides in-person Tier 2 support for CNM staff, faculty, and students.
• Deploys operating system images and software using enterprise-level deployment software and configures virtual software to thin and thick clients.
• Participates in technology deployment projects, manages Knowledge Base articles, and develops procedures within the ITS department.
• Monitors and manages various enterprise-level applications, coordinates Tier 2 repairs for audio-visual and computer equipment, and performs preventative maintenance inspections.
• Evaluates, standardizes, implements, and maintains customer workstations with approved operating systems and provides Tier 2 diagnostics and troubleshooting for customer-owned devices.
• Demonstrates technical competence in educational technology and conferencing platforms, utilizing Enterprise Service Management tools to maintain accurate records of work.
• Adheres to safety regulations, OSHA standards, and ITIL incident management and service request fulfillment policies and 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