LeadTechnicalSupportSpecialist

_**Compensation:**_ $23.08 - $28.85 ** _Compensation Type:_** Hourly _**Employment Type:**_ Regular ** _Grade:_** NE06 _**Position Summary**_ 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, they troubleshoot and resolve 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. This role is involved in the planning and installing new classroom, collaboration, or educational technology projects. **_Duties & Responsibilities_** * ​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 and information about 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 platf