Technical Support Specialist II, School Tech Support

Category: Technology

Job Function: Technology

Department: Technology Support Zone 4

Summary

Under the general supervision of the District’s CIO and direct supervision of a Coordinator, School Technology Support, the TSS II works with a group of peers to implement and maintain the District’s IT plans and policies at the Learning Community level. The incumbent in this position provides technical leadership in the Learning Communities, as well as on-site end user support, including, but not limited to: investigating, troubleshooting, and resolving hardware, software, network, and instructional technology issues. In doing so, the TSS II will provide Tier 2 and Tier 3 on-site support and will liaise with the District’s IT service desk, effectively use the District’s incident tracking software, and communicate with both end users and other technology support resources on the progression of incidents to resolution. The incumbent will be knowledgeable and accountable for ensuring data security and digital safety for our students.

Essential Duties

• Serves as a point of escalation for School Technology Specialists (STS) in troubleshooting technology issues;
• Serves as a point of escalation for support and maintenance of all IT-related equipment
• Manages service requests for the Learning Community through the District ticketing system, meeting Service Level Agreements (SLA) including response time and resolution time
• Communicates bi-directionally with the service desk, technical support coordinators and schools regarding status of IT incidents using the District’s incident tracking software
• Supports and promotes the deployment of new technology within the Learning Community
• Provides guidance to school staff on the adoption and use of technology based on District standards and guidelines
• Supports the Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety
• Ensures effective support of technology for instructional purposes
• Ensures that the schools’ technology documentation is accurate and current
• Maintains a strong working knowledge of assigned instructional software for the purpose of providing problem diagnostics and accurate trouble shooting for timely solutions
• Recommends potential software purchases based on District approved software purchasing standards Verifies STS record keeping of technology inventory, hardware locations and assignments
• Recommends potential hardware purchases based on District approved hardware standards
• Stays up to date on ever-changing technical knowledge and expertise relevant to role and keeps current on educational technology
• Performs other duties as assigned by the appropriate administrator
  
  

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

None required

Technology certification(s) a plus

Experience Qualifications

A minimum of 3 years of demonstrated relevant experience required; Relevant experience can include providing end user support in an enterprise level organization, administering a Windows or Mac computing environment, or working with WAN/LAN environments

Knowledge/Skills/Abilities

• Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners
• Knowledge of one or more operating systems, such as Microsoft Windows, Mac OS, or Linux
• Familiarity with IT support tools, such as Active Directory, LanDesk, service desk software
• Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)
• Must be able to successfully manage multiple tasks, projects and responsibilities
• Possesses excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated
• Ability to apply critical thinking skills in rendering solutions to various technical issues
• Ability to independently learn new technology and provide instruction to others
• Must be able to collaborate effectively with District and school personnel, the service desk, the general public, and work with diverse groups of people
  
  

Working Conditions

• Often working on-site at a school or at a District administrative offic
  
  

Physical Demands

• Routine physical activity associated with normal office environment
• Lifting is required due to the nature of tasks (up to 50 lbs.)
  
  

Posting ID: 33359

It is the policy of the Fulton County School System not to discriminate on the basis of race, color, sex, religion, national origin, age, or disability in any employment practice, educational program, or any other program, activity, or service. If you wish to make a complaint or request accommodation or modification due to discrimination in any program, activity, or service, contact Compliance Coordinator Gonzalo LaCava, 6201 Powers Ferry Rd, NW, Atlanta, Georgia 30339, or phone 470-254-4585.TTY 1-800-255-0135.

Technical Support Specialist II, School Tech Support

Nearest Major Market: Atlanta