Specialist, Technology Support Operations

Communities in Schools•Arlington, VA

1d•Hybrid

About The Position

The Specialist, Technology Support Operations is a key member of the Infrastructure and Operations team, reporting to the Sr Director, Technology Operations. This role independently manages technology support activities, resolves routine and complex technical issues, coordinates service delivery with the organization’s managed service provider, and helps maintain a reliable, secure, and effective technology environment. The Specialist provides responsive, customer-focused support while ensuring services align with established standards, policies, and procedures. The ideal candidate brings strong technical judgment, problem-solving skills, attention to detail, and the ability to manage competing priorities independently. This hybrid position requires a minimum of two days per week onsite in Arlington, VA, with additional in-office days as business needs require. Candidates must reside within the DMV area to support in-office technology operations.

Requirements

Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education, training, and relevant professional experience.
CompTIA A+ and Microsoft Certified Professional (MCP) certifications.
6+ years of progressively responsible help desk or technology support experience, including technical and project support.
Strong knowledge of computer systems, hardware, software, applications, and network troubleshooting.
Experience using ticketing and service management systems to document, prioritize, track, and resolve support requests.
Experience supporting business applications and platforms such as Zoom, Monday.com, DocuSign, Adobe Acrobat Pro, online form tools, and SurveyMonkey.
Advanced proficiency with Microsoft Excel and Microsoft Office Suite, with experience using technology to analyze data and improve processes.
Strong problem-solving, analytical, organizational, and prioritization skills, with the ability to manage multiple competing priorities in a fast-paced environment.
Demonstrated customer-focused and empathetic approach to providing high-quality technology support.
Ability to work independently while collaborating effectively with colleagues, departments, vendors, and managed service providers.
Excellent written, verbal, and interpersonal communication skills, with the ability to build relationships, deliver training, and communicate effectively with technical and non-technical audiences.
Experience managing system access and confidential information in accordance with security, confidentiality, least-privilege, and escalation requirements.
Demonstrated commitment to customer service, operational excellence, continuous improvement, and a collaborative, learning-oriented culture.

Nice To Haves

Travel of up to 25% may be required, including domestic travel within the United States and occasional overnight stays.

Responsibilities

Independently provide responsive, high-quality technology support, owning assigned issues through resolution while maintaining reliable and secure systems.
Manage support requests received by phone, email, and ticketing systems; assess priority, troubleshoot hardware, software, network, and application issues, and drive tickets to timely resolution.
Diagnose routine and complex technical problems, determine appropriate solutions within established standards, guide users through troubleshooting, and verify successful resolution.
Prioritize and manage incidents based on impact and urgency; maintain complete and accurate ticket documentation, coordinate follow-up, and escalate high-risk, security-related, or organization-wide issues as appropriate.
Install, configure, maintain, and audit hardware, software, peripherals, and related technology; coordinate updates and patches and identify corrective actions to support performance and security.
Communicate clearly and professionally with staff regarding support requests, planned maintenance, known issues, outages, and service changes.
Provide practical guidance on applications, tools, system usage, security protocols, and best practices to improve productivity and reduce recurring issues.
Serve as the primary owner of the end-to-end technology onboarding and offboarding process for employees and contractors, ensuring timely, secure, and well-coordinated access to equipment, systems, and support.
Coordinate with Human Resources, hiring managers, and technology teams to confirm timelines, equipment, access, and role-specific requirements.
Plan, prepare, configure, test, deploy, and track laptops, peripherals, and other technology equipment for new hires and device refreshes, resolving readiness issues before start dates.
Coordinate and validate account, license, security group, application access, and role-based permission changes in accordance with security and least-privilege requirements.
Deliver new-hire technology orientation and initial support.
Manage offboarding activities through completion, including access removal, data and ownership transfer, record preservation, equipment recovery, documentation, and approved security, efficiency, and automation improvements.
Coordinate assigned Technology Office projects and workstreams, maintaining plans, documentation, stakeholder communications, and follow-through to support successful delivery.
Develop and maintain task plans, schedules, testing activities, implementation communications, and project documentation.
Track milestones, dependencies, risks, decisions, and action items; follow up with owners and escalate issues that may affect scope, schedule, or service readiness.
Prepare status updates, meeting materials, implementation communications, and completion documentation for stakeholders.
Coordinate with vendors and internal stakeholders, validate deliverables and next steps, and maintain accurate project information.
Analyze recurring support trends, service gaps, and administrative inefficiencies; recommend and implement approved improvements that strengthen service delivery, security, and user experience.
Own assigned knowledge articles and operational documentation, ensuring common issues, solutions, and procedures remain accurate, current, and accessible.
Coordinate with IT teams, departments, and vendors to resolve complex issues and support technology upgrades, deployments, and service improvements.
Maintain current knowledge of technology trends, tools, and industry practices through training, workshops, and self-directed learning, applying relevant knowledge to assigned work.
Contribute specialist knowledge and lead follow-through on assigned operational improvements and initiatives.