Technical Support Specialist III, Strategy & Technology Support
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Summary
As a senior technical lead, the Technical Support Specialist III drives districtwide excellence by managing Technology Support operations and resolving complex Tier III escalations. This role bridges the gap between hands-on-technical mastery and strategic service management. By championing continuous improvement and staff mentorship, this position ensures system reliability, high-quality support, and seamless alignment of technology with district strategic goals.
Essential Duties
- Provides Tier III support complex hardware, software, network, and enterprise system issues, including on-site, remote, and phone-based support for end users and administrators
- Support and maintain collaboration and communication platforms, including Microsoft Teams, video conferencing, and related infrastructure
- Oversees Technology Support operations, ensuring adherence to service level agreements (SLAs), performance targets, and quality standards
- Manages incident lifecycle activities, including escalation, prioritization, categorization, and timely closure of all service requests
- Develops, implements, and enforces incident management standards, including communication protocols and escalation procedures
- Monitors and manages ticket queues to ensure accurate documentation, prioritization, and resolution, while maintaining end-to-end ownership
- Leads incident coordination during major outages, ensuring effective prioritization, communication, and resolution.
- Delivers high-quality customer support by maintaining strong stakeholder relationships and providing clear, consistent communication on issue status and resolution expectations
- Consults with stakeholders to assess needs, recommend solutions, and improve technology service delivery
- Develops and delivers technical training while coaching Technology Support staff to improve customer service, troubleshooting skills, technical proficiency, and overall support effectiveness
- Creates and maintains documentation, knowledgebase content, and technical procedures to improve first contact resolution
- Analyzes systems, workflows, and support trends to identify opportunities for process improvement and automation
- Produces and maintains metrics, dashboards, and reports to monitor service performance, incident trends, and operational effectiveness
- Recommends and supports the implementation and development of new technologies, system upgrades, and infrastructure
- Leads or contributes to technical projects, ensuring successful planning, execution, and transition to support
- Collaborates with network, systems, and application teams to deliver integrated reliable, and optimized technology solutions
- Maintains current knowledge of emerging technologies, tools, and industry best practices to inform support and solution delivery
- Ensures compliance with district policies, security standards, and applicable regulatory requirements
- Participates in on-call rotation and provides after-hours support for critical systems and maintenance activities
- Contribute to and support change management processes including participation in Change Advisory Board (CAB) activities.
- Perfom other duties as assigned by administrator to support departmental and organizational priorities
Required Education
Bachelor’s Degree required or equivalent experience (2 years of similar work level experience = 1 year of college – 4 years total) A combination of experience and education may be used to meet the Bachelor’s Degree requirement
Certification/Licensure
CompTIA A+ certification required
Experience Qualifications
Minimum of 5 years in a technology related role with a minimum of 2 of those years in a customer support, computing support call team.
Knowledge/Skills/Abilities
- Demonstrated expertise in end-user computing, Technology Support operations, and enterprise technologies, including Windows, mobile platforms, AV systems, VoIP, networking, and collaboration tools
- Apply advanced problem-solving complex issues, manage competing priorities and improve service delivery
- Lead process improvements and implement operational standards aligned to Technology Support and infrastructure best practices
- Ability to apply critical thinking skills in rendering solutions to various technical issues
- Ability to work independently and collaborate across teams
- Ability to respond effectively to urgent requests and shift priorities
- Communicate effectively with diverse stakeholders and provide training and coaching to drive staff performance, accountability, and continuous improvement
Working Conditions
- Primarily on-site work supporting 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