Technical Support Specialist III, Strategy & Technology Support

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