Technical Support Specialist II

Fulton Schools•Atlanta, GA

6d•Onsite

About The Position

The Technical Support Specialist II (TSS II) provides advanced technical support while serving as the primary escalation point and operational leader across district departments. This role combines hands-on technical expertise with accountability for complex incident resolution, service delivery performance, and team support. The TSS II delivers Tier 2 and Tier 3 support through on-site, remote, and Technology Support channels, ensuring timely and effective resolution of hardware, software, network, and enterprise system issues. The position maintains end-to-end ownership of incidents and service requests, including those requiring escalation, ensuring accountability through resolution. This role is responsible for sustaining operational continuity, analyzing service and incident trends, and driving data-informed improvements to enhance service delivery, system reliability, and user experience. The TSS II ensures alignment with district technology standards, cybersecurity requirements, and governance processes, including adherence to approved technology solutions.

Requirements

Associate's Degree in a closely related field or equivalent experience (In lieu of degree, will consider 2 years of related technology experience per year of college)
CompTIA A+ certification required
A minimum of 3 years of demonstrated relevant technical support or IT administration experience required.
Strong understanding of end-user devices, operating systems, and enterprise IT environments
Familiarity with Active Directory, endpoint management, and service management platforms
Ability to manage and prioritize multiple incidents, tasks, projects, in a fast-paced environment
Strong analytical, troubleshooting, and problem-solving skills
Excellent communication skills, with the ability to translate technical information for non-technical audiences
Ability to apply critical thinking skills in rendering solutions to various technical issues
Ability to work independently and collaborate across teams
Strong customer service orientation and professionalism
Ability to respond effectively to urgent requests and shift priorities

Responsibilities

Manages the full lifecycle of incidents and service requests, including triage, documentation, troubleshooting, resolution, and closure, while maintaining ownership through resolution and meeting defined service level targets (SLAs).
Ensures uninterrupted operations through the rapid prioritization and resolution of critical technology incidents.
Escalates complex enterprise issues as appropriate while maintaining end-to-end ownership and accountability through resolution.
Serves as a point of escalation for Tier 1 and Tier 2 support, providing advanced troubleshooting and technical guidance to ensure consistent and effective issue resolution.
Maintains clear, professional, and timely communication with stakeholders, ensuring transparency, follow-through, and high-quality service experience.
Supports and maintains network, endpoint, and system operations, including connectivity troubleshooting, user account management, device configuration, and accurate technical documentation.
Implements and supports district-approved technology solutions in alignment with governance and security standards.
Manages device lifecycle activities, including deployment, inventory tracking, repair, and refresh, ensuring asset accuracy and accountability.
Participates in Technology Support operations across phone, remote, and field-based support environments.
Serves as a technical lead during complex incidents by coordinating resolution efforts, facilitating cross-team collaboration, and ensuring timely outcomes.
Provides mentorship, guidance, and knowledge sharing to team members, promoting skill development and consistent application of standards and best practices.
Enforces accountability and consistency by upholding service standards, monitoring adherence to processes, and addressing gaps in performance or execution.
Acts as a liaison between users, technical teams, and vendors to ensure alignment, coordination, and effective issue resolution.
Proactively monitors systems and analyzes incident trends and service data to identify root causes, reduce repeat issues, and improve service performance.
Utilizes service metrics, SLA performance data, and operational insights to drive accountability and inform decision-making.
Identifies and drives process and service improvements to increase efficiency, reduce downtime, and enhance the end-user experience.
Leads the development and maintenance of knowledge base resources to improve team effectiveness and resolution consistency.
Supports and executes technology changes and system upgrades in alignment with formal change management processes, ensuring minimal disruption to operations.
Prepares stakeholders for system changes through proactive communication and clear expectations.
Ensures compliance with district cybersecurity standards, including secure configurations, patching, and adherence to approved technology solutions.
Identifies and escalates potential security risks or incidents and reinforces secure and appropriate technology use.
Maintains current technical knowledge and skills aligned to 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.