Senior IT Support Specialist: Incident Leader

Fulton County Schools; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

Fulton County Schools seeks a Technical Support Specialist II to lead incident resolution and service delivery across district departments. You will provide Tier 2/3 support via on-site, remote, and field-based channels, owning issues end-to-end and guiding teams to reliable outcomes.

The role emphasizes adherence to district technology standards, cybersecurity requirements, and governance processes while fostering data‑informed improvements in service delivery and user experience.

Qualifications

• Associate's Degree in a closely related field or equivalent experience.
• CompTIA A+ certification required.
• Minimum 3 years of demonstrated relevant technical support or IT administration experience.
• Strong communication, troubleshooting, and problem-solving skills.

Responsibilities

• Manages the full lifecycle of incidents and service requests, owning through resolution and SLAs.
• Escalates complex enterprise issues while maintaining ownership and accountability.
• Provides advanced troubleshooting and guidance to Tier 1 and Tier 2 support.
• Mentors team members and promotes standards and best practices.
• Coordinates cross-team collaboration to resolve issues and improve services.

Skills

End-user devices

Active Directory

Service management

Analytical troubleshooting

Communication skills

Customer service

Education

Associate's Degree in a related field

Tools

Service management platforms

Job description

Fulton County Schools seeks a Technical Support Specialist II to lead incident resolution and service delivery across district departments. You will provide Tier 2/3 support via on-site, remote, and field-based channels, owning issues end-to-end and guiding teams to reliable outcomes.

The role emphasizes adherence to district technology standards, cybersecurity requirements, and governance processes while fostering data‑informed improvements in service delivery and user experience.