Technical Support Specialist

Compensation Type: Hourly

Employment Type: Regular

About the Role

The Technical Support Specialist provides advanced Tier 2 support and technical advice to faculty, staff, and students, requiring a high degree of skill and expertise in computer and audio-visual systems. This hybrid role includes remote and on-premise customer service and support, managing the operation and maintenance of audio, video, and computer systems in a networked environment. Responsibilities 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 specialist also conducts Tier 2 training on IT-specific, CNM-specific, and generic software applications and personal computer sessions.

Responsibilities

• Conduct CNM training needs assessments by gathering data from surveys and work procedures, designing training materials, and obtaining feedback to ensure effectiveness.
• Design and create training documentation and videos, incorporating feedback and maintaining technical knowledge through research and educational seminars.
• Investigate, analyze, and resolve complex Tier 2 hardware problems, perform advanced repairs and maintenance, and provide 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 for thin and thick clients.
• Participate in technology deployment projects, manage Knowledge Base articles, and develop procedures within the ITS department.
• Monitor and manage various enterprise-level applications, coordinate Tier 2 repairs for audio-visual and computer equipment, and perform preventative maintenance inspections.
• Evaluate, standardize, implement, 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, utilizing Enterprise Service Management tools to maintain accurate records of work.
• Adhere to safety regulations, OSHA standards, and ITIL incident management and service request fulfillment policies and procedures.
• Perform other related duties as assigned.

Requirements

• High School Diploma or post-secondary education or higher.
• Five (5) years of related experience.
• Higher education industry experience preferred.
• Relevant certifications are a plus.

Pay

$23.08 - $28.85 per hour