Summary

The Technology Support Specialist (TSS) works collaboratively to implement and sustain the District’s IT plans and policies. The TSS provides on-site end user support by investigating, troubleshooting, and resolving hardware, software, network, and instructional technology incidents. In this role, the TSS provides Tier 1 and Tier 2 on-site, collaborates with the District’s Technology Support Center (TSC), and ensures effective use of the District’s incident tracking system to manage and communicate incident status. The TSS maintains clear, timely communication with stakeholders and escalates complex enterprise issues appropriately while retaining ownership through resolution. The TSS serves as a frontline resource in supporting the District’s information security policies and practices. The incumbent will be accountable for safeguarding data security and promoting digital safety for students.

Essential Duties

• Provides timely, on-site troubleshooting and resolution of hardware, software, network, and instructional technology issues across all district facilities
• Manages service requests through the District ticketing system, consistently meeting defined Service Level Agreements (SLA) including response and resolution
• Maintains clear, bi-directional communication regarding incident status and major technology initiatives with the service desk, technical support coordinators and stakeholders
• Ensures positive end-user experiences through clear communication, responsiveness, and follow-through
• Ensures uninterrupted operations through the rapid prioritization and resolution of critical technology incidents
• Delivers solutions that meet organizational needs while adhering to district technology standards, architecture, and governance requirements
• Supports the deployment and implementation of new technology solutions in alignment with district standards
• Provides guidance to staff to promote effective adoption and use of District-approved technology
• Monitors systems, devices, and environments to proactively identify and resolve potential issues before impacting operations
• Collaborates with the TSC to identify trends in recurring incidents and recommend preventative solutions or process improvements
• Maintains a strong working knowledge of district instructional and enterprise software to support accurate diagnosis and timely resolution of issues
• Installs, configures, and deploys end-user devices, including workstations, printers, and instructional technology equipment
• Maintains accurate inventory records, including device assignments, locations, quantities, and repair status
• Supports device lifecycle processes, including deployment, collection, repair, and end-of-year/start-of year-readiness
• Assists with support and maintenance of all district IT-related equipment
• Maintains current technical knowledge and skills relevant to the role, including emerging technologies and district-supported platforms
• Performs additional duties and responsibilities as assigned by the appropriate administrator in support of organizational goals and operational needs

Required Education

Associate's Degree in a related field or In lieu of degree, will consider 2 years of related technology experience per year of college (4 years)

Certification/Licensure

CompTIA A+ certification required

Experience Qualifications

A minimum of two (2) years of demonstrated relevant experience required

Knowledge/Skills/Abilities

• Ability to collaborate effectively with cross-functional teams, support personnel, and stakeholders across the organization
• Ability to independently learn new technologies and provide guidance and support to end users
• Ability to manage multiple tasks, priorities, and responsibilities in a fast-paced environment
• Demonstrated critical thinking and problem-solving skills to diagnose and resolve technical issues effectively
• Demonstrated understanding of end-user technology hardware, including desktops, laptops, tablets, mobile devices, printers, and other peripheral equipment
• Familiarity with enterprise IT support tools and systems, (e.g., Active Directory, endpoint management systems, service management platforms)
• Strong written and verbal communication skills with the ability to clearly translate technical issues and solutions for both technical and non-technical audiences
• Working knowledge of one or more operating systems, (e.g., Microsoft Windows, macOS, or Linux)
• Working knowledge of productivity and collaboration tools (e.g. Microsoft 365 or equivalent) and modern web browsers

Working Conditions

Primarily working on-site at a school or district facilities and administrative environments

Physical Demands

Ability to climb ladders and work at varying heights to install, maintain, and support technology equipment. Ability to lift and move equipment up to 50 lbs., as required. Routine physical activity associated with technical support work.