Senior Tech Support Specialist, Tier 2/3

Fulton County Schools; Atlanta (GA); On-site; USD 65,000 - 85,000; Full time

Job summary

Fulton County Schools is seeking a Technical Support Specialist II to provide advanced IT support across the district. You will own incidents end-to-end, triage issues, and coordinate across teams to restore services quickly for hardware, software, and network systems.

Responsibilities include leading complex escalations, mentoring staff, maintaining documentation, and ensuring compliance with cybersecurity standards.

Qualifications

• Associate degree or equivalent experience required.
• Minimum 3 years of demonstrated technical support or IT administration.
• CompTIA A+ certification required.
• Strong communication, analytical, and customer service skills.

Responsibilities

• Manages the full lifecycle of incidents and service requests, including triage, documentation, troubleshooting, resolution, and closure, meeting SLAs.
• Prioritizes and resolves critical technology incidents to minimize downtime.
• Escalates complex enterprise issues with end-to-end ownership and accountability.
• Provides advanced troubleshooting guidance as a Tier 2/3 escalation point.
• Maintains clear, professional communication with stakeholders and documents resolutions.
• Supports network, endpoint, and system operations including device configuration and documentation.
• Implements district-approved technology solutions with governance and security alignment.
• Manages device lifecycle: deployment, inventory, repair, refresh.
• Leads complex incidents coordinating cross-team collaboration and timely outcomes.
• Mentors team members and promotes best practices and standard usage.
• Ensures adherence to service standards and processes; addresses gaps.
• Liaises between users, technical teams, and vendors for alignment.
• Monitors trends and service data to identify root causes and improve performance.
• Uses metrics to drive accountability and inform decisions.
• Identifies process improvements to increase efficiency and user experience.
• Maintains knowledge base resources to improve resolution consistency.
• Supports change management and system upgrades with minimal disruption.
• Prepares stakeholders for system changes with clear communication.
• Ensures compliance with district cybersecurity standards.
• Identifies security risks and reinforces secure use of technology.
• Keeps current with emerging technologies and district-supported platforms.
• Performs additional duties as assigned.

Skills

Analytical thinking

Troubleshooting

Communication

Customer service

Independence

Education

Associate degree or equivalent

Tools

Active Directory

Endpoint management

Service management platforms

Job description

Fulton County Schools is seeking a Technical Support Specialist II to provide advanced IT support across the district. You will own incidents end-to-end, triage issues, and coordinate across teams to restore services quickly for hardware, software, and network systems.

Responsibilities include leading complex escalations, mentoring staff, maintaining documentation, and ensuring compliance with cybersecurity standards.