Job: Technical Support Specialist

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Posted: 09/12/2017

Job Status: Full Time

Job Reference #: 58208

Job Description

Department:Information Technology Services
System Control Number:0603338
Job Title:Technical Support Specialist
FTE:Regular Full-Time
Working Title:Technical Support Specialist
Pay Rate:17.63/hour
Remarks:This is a benefits eligible position. CNM offers a comprehensive benefits package which includes health, dental, vision, long-term disability, and life insurance as well as pension and retirement plans. CNM also offers generous educational benefits to employees, their spouse/domestic partner, and dependent children.
Position Type:Technical and Paraprofessional
Duties and Responsibilities:Under indirect supervision of the Information Technology Services (ITS) Technical Support Supervisor, provides advanced hardware, software, and network support and technical training for a wide range of user organizations across the Central New Mexico Community College (CNM) campuses. Provides technical guidance and support to users, and/or lower technical staff, on a wide variety of comprehensive and complex hardware and software issues. Maintains high customer service standards in dealing with and responding to customer issues and questions. Performs other related duties as assigned.

Investigates, analyzes, and resolves complex hardware problems on CNM College computer systems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of PC-based and Apple computers and peripherals. Analyzes and resolves problems on complex computer applications and systems for faculty and staff across all CNM College departments; provides a wide range of in-depth technical assistance to departmental user support staff. Provides advanced technical assistance, support, and troubleshooting in resolution of systems communications failures and conflicts. Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.

Provides assistance to the organization's computer users through phone, email, or in-person visits. Pays attention to customers when they describe their computer problems. Asks customers questions to properly diagnose the problem. Walks customers through the problem solving steps. Provides general and in-depth technical guidance, assistance, and maintenance support to end users, as requested, on diverse software applications, operating systems, and hardware systems.

Issues work order tickets for end users. Reviews, prioritizes, and processes problem reports; documents the progress of projects. May sometimes act as liaison between end user and field techs in translating the problem and/or issue in order to resolve the problem.

Monitors service desk requests (Footprints). Maintains accurate records of work performed. Monitors database to ensure receipt, analyses, and completion of service requests. Installs, configures, maintains, removes and/or repairs printers from user's computers.
Minimum Requirements:
  • Associates degree in Management Information Systems (or related Information Technologies field)
  • One year of experience directly related to the minimum qualifications of the position


  • High School Diploma
  • Three (3) years of experience directly related to the minimum qualifications of the position.

    Employment is contingent upon obtaining and maintaining a satisfactory background check.
  • Preferences:
  • Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
  • Ability to diagnose and rectify a wide range of computer hardware and software problems.
  • Ability to provide advanced technical assistance and comprehensive problem resolution to end users.
  • Knowledge and understanding of Microsoft Office Suite, database design, web page design, and the CNM network structure.
  • Ability to provide technical guidance and instruction on the use of IT applications and systems.
  • Work Schedule:Typically Monday to Friday 8:00am - 5:00pm. Might vary depending on the college's needs.
    Posting Date:09-08-2017
    Closing date at 5:00 pm: 10-23-2017
    Additional Comments
    Required Applicant Documents:Resume
    Cover Letter
    Transcript from an accredited Institution 1
    Special Instructions to Applicants:Candidates must attach to the application any applicable transcripts, licensures, and/or certifications.

    Candidates selected for hire are required to submit proof of education to CNM Human Resources.

    For positions requiring High School Diploma/GED:
  • High school diploma, GED, high school transcripts, unofficial college transcripts, or official college transcripts are acceptable

    For positions requiring a degree and/or completion of college-level credit hours:
  • Official college transcripts are required

    Degrees from foreign institutions must be accompanied by a transcript evaluation and a transcript translation.
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    CNM Advanced Technology Center
    4700 Alameda Blvd. NE
    Albuquerque, NM 87113
    CNM Montoya Campus
    4700 Morris Ave. NE
    Albuquerque, NM 87111
    CNM Rio Rancho Campus
    2601 Campus Blvd. NE
    Rio Rancho, NM 87144
    CNM STEMulus Center
    20 1st Plaza Center NW
    Albuquerque, NM 87102
    Main Campus
    525 Buena Vista SE
    Albuquerque, NM 87106
    Off Campus
    Albuquerque, NM
    Albuquerque, NM 87106
    Smith Brasher Hall
    717 University Blvd. SE
    Albuquerque, NM 87106
    South Valley Campus
    5816 Isleta SW
    Albuquerque, NM 87105
    Westside Campus
    10549 Universe Blvd. NW
    Albuquerque, NM 87114
    Workforce Training Center Campus
    5600 Eagle Rock Ave. NE
    Albuquerque, NM 87113
    Not Specified
    Not Specified, NS 99997
    CNM Advanced Technology Center
    CNM Montoya Campus
    CNM Rio Rancho Campus
    CNM STEMulus Center
    Main Campus
    Off Campus
    Smith Brasher Hall
    South Valley Campus
    Westside Campus
    Workforce Training Center Campus
    Not Specified


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    • "During my past six years at the school, CNM has given me the opportunity to grow professionally as an instructor and I have gained a lot of confidence in my abilities. I look forward to exploring my future career development with CNM."

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